Home 🔄 Subscription Changes

🔄 Subscription Changes

Camilo Aponte
By Camilo Aponte
• 62 articles

⚙️ OTTO Slot Billing and Allocation Changes

💡 Understand OTTO slots and billing OTTO slots represent the number of website allocations included in your plan. Your charge is based on the subscription or billing change applied to your account, while the slot allocation shown in OTTO may update separately. A reduced slot count may not immediately change an invoice that has already been created or a charge that has already processed. For example, lowering an allocation from 16 to 14 may not reverse a $630 charge if the billing event was finalized before the change. 🔄 Change your OTTO allocation 1. Open OTTO SEO from the left sidebar. 2. Locate the slot or allocation control for your account. 3. Set the desired number of slots, such as 13. 4. Save or confirm the change if prompted. 5. Refresh the page and verify that the new allocation is displayed. Changes can depend on your billing cycle, plan terms, and when the update is submitted. The account may continue showing the previous amount until the change synchronizes across billing and OTTO. 🧾 Why a charge may remain after reducing slots - The charge was processed before the reduction took effect. - The change updated future allocation but did not modify a completed billing transaction. - The displayed slider value did not save or synchronize correctly. - Your account has a separate active OTTO add-on or quota allocation that still determines billing. Do not assume that moving the slider alone confirms a completed billing change. Always refresh the page and check the displayed allocation after saving. 🛠️ If the slider or allocation is incorrect 1. Return to OTTO SEO in the left sidebar. 2. Set the allocation to the required value and save it again. 3. Refresh the page, then confirm whether the value remains unchanged. 4. Check your billing or subscription details to see whether the charge is pending, completed, or scheduled for a future cycle. 5. Keep a screenshot of the displayed slot count and the charge details if the values do not match. A completed charge cannot be corrected by changing the slider afterward. If the account still shows the wrong allocation or the billing amount does not match the expected change, the account requires a review of its billing and quota records. ✅ Best practices for avoiding confusion - Make allocation changes before the next billing event whenever possible. - Confirm the saved value after every change. - Check both the OTTO allocation and billing details rather than relying only on the slider. - Avoid making repeated changes while an earlier update is still synchronizing. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

💡 Cancellation Discount and Plan Upgrade Rules

🔍 What Is the Cancellation Retention Discount? If you attempt to cancel your Search Atlas subscription and select "Too expensive" as your reason, the platform may offer a 50% discount as a retention offer to keep you on your current plan. This discount applies to your base plan price only and is designed to help you continue benefiting from Search Atlas at a reduced rate. ⚠️ Does the 50% Discount Apply If I Upgrade My Plan? No — the 50% retention discount is tied specifically to your current base plan at the time the offer is accepted. It is not automatically transferred to a higher-tier plan. Here is what you need to know: - The discount is applied to the plan you were on when you accepted the retention offer (for example, the Growth plan). - If you upgrade from Growth to Pro before your next billing cycle, the discount will not carry over to the Pro plan price. - The Pro plan will be charged at its standard rate, regardless of whether a retention discount was previously accepted on a lower plan. 💰 Why Is the Discount Not Available on the Pro Plan? The retention discount is a plan-specific offer intended to prevent cancellation at your current subscription level. Upgrading to a new plan is treated as a separate transaction and follows standard pricing rules. Applying a retention discount to an upgraded plan falls outside the scope of the original offer. 📋 Example Scenario 1. You are on the Growth plan and begin the cancellation flow. 2. You select "Too expensive" and are offered a 50% discount on the Growth plan. 3. You accept the discount and decide to stay. 4. Before your next billing date, you decide to upgrade to the Pro plan. 5. The Pro plan will be charged at its full standard price — the 50% discount does not apply. ✅ What Should I Do Before Upgrading? If you have an active retention discount and are considering upgrading your plan, we recommend the following steps before making any changes: - Review your current billing details by navigating to Settings → Billing inside the platform. - Check the exact date of your next billing cycle so you understand when charges will apply. - Consider whether staying on the discounted Growth plan meets your current needs before committing to an upgrade. - Contact support to clarify how an upgrade will affect your discount before proceeding. 🛠️ Need Help With Your Discount or Upgrade? If you accepted a retention discount and have questions about how it interacts with a plan upgrade, or if you believe you were charged incorrectly after upgrading, our team can review your account and billing history. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🤖 AI Gateway Credits and Cancellations

💳 Understanding your AI Gateway credits AI Gateway credits cover eligible AI-powered actions in Search Atlas. Your allowance may be displayed as a time-based balance, such as five hours, rather than as a dollar amount. To check your available balance and usage, open the AI Gateway usage or credits area in the platform, if it is enabled for your account. The page shows the allowance and activity recorded against it. Credit availability and dashboard access can vary during feature rollouts, so the balance may not appear for every account yet. 📤 Data Aggregator submission credits Data Aggregator submissions can use AI Gateway capacity while they are being prepared or processed. A submission may continue to count toward usage after you start it, depending on its processing stage. ⏹️ Can you cancel a submission? If a Cancel action appears beside the submission while it is processing, select it and confirm the cancellation. The submission will stop if cancellation is still available. If no cancellation action appears, the submission has reached a stage where it cannot be reverted from the interface. Refresh the submission list and review its status before starting another submission. Do not resubmit unless the original submission has failed or been cancelled. 🔎 If your balance looks incorrect 1. Open the AI Gateway usage or credits area and note your allowance, usage, and remaining balance. 2. Check the Data Aggregator submission status and whether it is still processing, completed, or failed. 3. Allow processing and usage records time to update before comparing the balance again. 4. Keep the submission details available if the balance does not match the work completed. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🛠️ Trial Extension Error and Manual Reinstatement

🔍 Overview During the cancellation flow, some users are offered a promotional extension to continue their free trial. In certain cases, claiming this extension produces an error and the additional days are not applied to the account. This article explains why this happens and what steps you can take to get your trial access reinstated. ⚠️ Why the Error Occurs A known issue can prevent the trial extension promotion from being applied successfully. This may happen if: - The promotion has already been claimed once on your account. - Your account status did not update correctly after your trial period ended. - A temporary system error interrupted the claim process during the cancellation flow. In these situations, the platform is unable to apply the extension automatically, and you will see an error message instead of the additional days being added. ✅ What You Can Do Because the error occurs on the platform side, there is no self-serve workaround that will resolve it. However, our support team can manually apply a trial extension to your account as a goodwill gesture so you can continue evaluating the platform without interruption. To get this resolved quickly, follow these steps: 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to be connected with a member of our support team. 3. Explain that you encountered an error when trying to claim a trial extension during the cancellation flow. 4. Our team will verify your account, confirm your eligibility, and apply additional trial days manually. 💡 What to Expect Once you connect with a support agent, they will: - Confirm the error on your account. - Check the status of the promotion internally. - Apply a manual trial extension so you can continue using the platform right away. You do not need to take any action in your billing settings. The extension will be applied directly by the agent on the backend. 🧾 Checking Your Billing and Trial Status After your trial has been extended, you can verify your updated account status by navigating to your billing or account settings within the platform. The support agent can also confirm the new trial end date with you directly once the extension has been applied. 💬 Need Further Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

💳 Switch From Annual to Monthly Plan

🗂️ Overview If you are on an annual Search Atlas plan and would like to switch to monthly billing, you can request a plan change at any time. Rather than a cash refund, the unused portion of your annual subscription is converted into Hyperdrive Credits (HDC), which you can use across the platform for AI-powered tasks, content generation, and more. 💡 What Are Hyperdrive Credits (HDC)? Hyperdrive Credits (HDC) are the in-platform currency used to power AI features inside Search Atlas. They can be applied to a wide range of tools, including content writing, keyword research, and site audits. HDC behave differently depending on how they were added to your account. - Recurring HDC: Included in your plan (and any optional recurring monthly HDC top-up) — these reset at each quota cycle and unused ones do not carry over. - Purchased / Bonus HDC: One-time top-up credits — these roll over and stay on the account until used completely. Note: HDC are only granted on paid plans. Free trial accounts do not receive HDC until a paid subscription is activated and rolls over. 🔄 How the Annual-to-Monthly Switch Works When you request a switch from an annual plan to a monthly plan, here is what happens: 1. Your annual subscription is cancelled effective immediately upon confirmation. 2. The remaining unused months of your annual term are calculated. 3. The monetary value of those unused months is converted into HDC and credited to your account. 4. Your account is moved to the equivalent monthly plan, and your next billing date is set accordingly. This means you will not receive a cash refund to your original payment method. The value is retained inside the platform as HDC, giving you full flexibility to use it across Search Atlas tools. 📊 How the Unused Value Is Calculated The refund amount converted to HDC is based on the pro-rated value of your remaining subscription period. For example, if you are six months into a twelve-month plan, roughly half the annual fee (minus any promotional discounts already applied) is converted into HDC. The exact credit amount will be confirmed by our team before the switch is finalised. ➕ Topping Up HDC Alongside the Switch If you would also like to purchase additional HDC at the time of switching plans, you can do so. Once your account is moved to the monthly plan, you will have the option to top up HDC directly from your account dashboard. Any purchased HDC are added on top of the credits already granted from your unused annual balance. ⚙️ How to Request the Switch Plan changes of this type are handled by our support team to ensure your credits are calculated accurately and applied correctly. To get started: 1. Log in to your Search Atlas account. 2. Open the chat widget in the bottom-right corner of the platform. 3. Type human teammate to be connected with a member of our team. 4. Let the agent know you would like to switch from your annual plan to a monthly plan and receive the unused value as HDC. 5. The agent will confirm the credit amount and complete the switch on your behalf. ❓ Frequently Asked Questions - Will I lose any features when switching to monthly? As long as you remain on the equivalent monthly tier, your access to tools and limits will stay the same. - Do the HDC from my unused annual balance expire? No. Credits added to your account do not expire and carry over month to month. - Can I see my HDC balance in the platform? Yes. Your current HDC balance is visible in your account dashboard. Note that the quota display shows combined recurring and purchased credits — this is expected behaviour and does not mean your credits have been lost. - Can I switch back to an annual plan later? Yes. You can upgrade back to an annual plan at any time from the billing section of your account. 🆘 Need Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔄 Consolidate Workspaces, Fix Billing, and Migrate Email

🗺️ Overview If you are running two separate Search Atlas workspaces under different email addresses, you may need to consolidate them into one account, transfer any remaining prepaid value, recover duplicate charges, and update your login email. Because these steps touch billing records, active subscriptions, and platform access, this process must be handled by our support team — it cannot be completed through self-service settings alone. This article explains what to prepare, what to expect, and how to protect your data throughout the migration. ⚠️ Before You Begin Read the following carefully to avoid data loss or access issues during consolidation. - Do not cancel or delete either workspace until your support agent confirms in writing that all data, credits, and plan entitlements have been successfully transferred to the destination workspace. - Identify clearly which workspace is the source (the one being merged away) and which is the destination (the one you will keep). - Make a note of the login email you want associated with the final, consolidated workspace. - Gather any billing receipts or invoice numbers that support a duplicate-charge refund claim — these speed up the review process significantly. 📋 What Information to Have Ready When you contact support, provide all of the following so the team can act without delays. 1. Source workspace email — the account being consolidated (e.g., the older or duplicate workspace). 2. Destination workspace email — the account you want to keep active after the merge. 3. Desired final login email — the address you want to use to sign in going forward, if it differs from the destination workspace email. 4. Subscription or plan details — plan name, billing cycle, and any prepaid credits or add-ons on either workspace. 5. Duplicate charge evidence — invoice IDs, charge dates, and the total amount you believe was billed incorrectly. State the exact refund amount you are requesting. 6. Description of any technical defects — for example, issues with OTTO SEO or ClaimControl that occurred on either workspace, including dates and what behaviour you observed. 🔄 How the Consolidation Process Works Once you have reached our support team, the consolidation follows these stages. 1. Identity and ownership verification — The agent confirms you are the authorised account holder for both workspaces before any changes are made. 2. Billing audit — Our team reviews subscription records for both workspaces to identify overlapping charges and calculate any refund owed. 3. Plan and credit transfer — The active plan and any remaining prepaid value are migrated from the source workspace to the destination workspace. 4. Email migration — Your login email is updated to the desired final address, and access is confirmed before the old credentials are retired. 5. Refund processing — Any approved duplicate-charge refund is issued to your original payment method. Processing times vary depending on your payment provider. 6. Confirmation — The agent provides written confirmation that the consolidation is complete and all entitlements are active on the destination workspace. ⏱️ What to Expect Workspace consolidations involving billing adjustments and email changes require backend access and cannot be rushed through automated systems. Providing complete information upfront — both workspace emails, invoice details, and your desired login email — is the single most effective way to reduce turnaround time. Keep an eye on your inbox for follow-up questions from the support team during the process. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🚀 Upgrade to Agency Plan and Remove Redundant Add-Ons

📋 Review Your Current Charges Before upgrading, check what you currently pay for. In the example our support team reviewed, the customer was on a Pro plan with multiple OTTO Site add-ons and AI Quota add-ons, totaling about $1,185 per month. 🎯 Understand the Agency Plan Benefits The Agency plan costs $999 per month and includes up to 10 OTTO Sites and higher AI quotas. If you manage more than 10 sites, you will still need extra OTTO Site add-ons for each site beyond the included 10. ⚠️ Why the Upgrade Preview Shows a Higher Total When you start the upgrade, the preview may show a combined amount (e.g., $1,785) because the new Agency plan is being added on top of your existing add-ons. This is not the final charge — it means your old add-ons are still attached and will bill alongside the Agency plan unless you remove them. ✂️ Remove Redundant Add-Ons 1. Open the Billing page in your Search Atlas dashboard. 2. Locate the Add-Ons section. 3. Identify any OTTO Site or AI Quota add-ons that are now covered by the Agency plan. 4. Click Remove or Cancel next to each redundant add-on. 5. Confirm the removal. ✅ Complete the Upgrade After removing the unnecessary add-ons, finish the Agency plan upgrade. Your new monthly total should reflect only the $999 Agency plan plus any extra OTTO Site add-ons you still need for sites beyond the included 10. 🔍 Verify Your Final Invoice Check your next invoice to confirm the charge matches the Agency plan price plus any legitimate extra add-ons. If the amount looks incorrect, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔄 Reactivate or Change Your Subscription Plan

📋 Overview If your Search Atlas subscription has been cancelled, you can reactivate it at any time — and you are not required to return to your previous plan. Reactivation is a great opportunity to switch to a higher or lower plan tier that better fits your current needs. This article explains how to reactivate your subscription from a desktop browser or a mobile device, and how to choose a different plan during the process. ⚠️ Before You Begin - Reactivation is self-serve and takes effect immediately upon payment confirmation. - You can reactivate on the same plan you had before cancellation, or choose a different plan tier (for example, downgrading from Growth to Starter). - Choosing a lower-tier plan during reactivation is fully supported and will not cause any issues with your account. - Your previous data and projects are retained and will be accessible once your account is reactivated. 💻 How to Reactivate From a Desktop Browser 1. Log in to your Search Atlas account at app.searchatlas.com. 2. Click your account name or avatar in the top-right corner. 3. Select Billing & Subscription from the dropdown menu. 4. You will see a banner or button indicating your subscription is cancelled. Click Reactivate Subscription. 5. A plan selection screen will appear. Review all available plans carefully — you can select any plan at this step, including a lower-tier plan such as Starter ($99/month), regardless of which plan you had before. 6. Select your preferred plan and click Continue. 7. Confirm your billing details and click Confirm Reactivation. 8. Your subscription will activate immediately and you will receive a confirmation email. 📱 How to Reactivate From an iPhone or Mobile Device Reactivation is fully supported on mobile devices through your iPhone's browser. You do not need to download a separate app. 1. Open Safari or any browser on your iPhone. 2. Go to app.searchatlas.com and log in to your account. 3. Tap your avatar in the top-right corner. 4. Select Billing from the menu. 5. Tap Reactivate Subscription on the cancellation notice. 6. On the plan selection screen, choose the plan you want — you are free to select a different tier than your previous plan. For example, if you were on the Growth plan but now prefer the Starter plan ($99/month), simply tap Starter to select it. 7. Tap Continue, review your billing information, and tap Confirm Reactivation. 8. You will receive a confirmation email and your account will be active immediately. 🔁 Choosing a Different Plan During Reactivation Many customers use reactivation as a chance to adjust their plan tier. Here is a quick summary of what is possible: - Downgrading to a lower tier (for example, Growth → Starter): Fully supported. Select the Starter plan on the plan selection screen during reactivation. Note that feature limits will reflect the Starter plan upon reactivation. - Staying on the same plan (for example, Growth → Growth): Select your previous plan on the plan selection screen. - Upgrading to a higher tier (for example, Growth → Pro): Select the higher plan on the plan selection screen. If you are unsure which plan is right for you, review the plan comparison table shown on the plan selection screen before confirming. Each plan lists its included features, user seats, and limits. ❓ Frequently Asked Questions - Will I lose my data if I reactivate on a lower-tier plan? Your historical data and projects are preserved. However, if the lower-tier plan has stricter limits (for example, fewer tracked keywords), you may need to archive some projects to stay within the new limits. - Can Search Atlas reactivate my subscription for me? Reactivation is a self-serve process and must be completed by the account holder for billing security reasons. The steps above will guide you through it in under two minutes. - Is reactivation available 24/7? Yes. You can reactivate at any time from any device with a browser. - What if I do not see the Reactivate button? Try clearing your browser cache or switching browsers. If the button is still missing, contact our support team using the chat widget. 💬 Need Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🗑️ Remove an OTTO Site Without Changing Your Plan

🔍 Overview If you are on a Growth plan with multiple OTTO sites and no longer need one of them, you do not have to downgrade your entire plan or relink your other sites. You can remove a single site from OTTO, free up that slot, and have your billing adjusted — all without affecting the sites you want to keep. This article walks you through what to do when you want to cancel one OTTO site and request the corresponding billing reduction. ⚠️ Before You Begin - Identify the site to remove. Confirm exactly which site you want to cancel. This action cannot be undone without relinking the site. - Your kept sites are not affected. Removing one site does not disconnect, reset, or require you to relink any other site on your plan. - Billing adjustments are not automatic. After removing the site, you must contact our support team so they can apply the credit or reduction for the freed slot. 🪜 Step 1 — Deactivate OTTO on the Site You Want to Remove 1. Open the OTTO dashboard from your Search Atlas account. 2. Locate the site you want to remove. 3. Deactivate OTTO for that site so it is no longer consuming an active automation slot. 4. Confirm the site shows an inactive status before proceeding. 🗑️ Step 2 — Remove the Site From Your Account 1. Navigate to your site list within your Search Atlas account. 2. Find the site you just deactivated. 3. Use the site management options available for that site to remove it from your account. 4. Confirm the removal when prompted. The site will be removed from your account. Your remaining sites will stay connected and fully active. No relinking is needed. 💳 Step 3 — Request Your Billing Adjustment Removing a site does not automatically reduce your monthly charge. Once the site has been removed, contact our support team so we can apply the correct adjustment to your subscription for the freed OTTO slot. When you reach out, please have the following details ready so we can process your adjustment quickly: - The name of the site you removed - The date you removed it - Your account email or plan details If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

💳 Transfer Hyperdrive Credits and Cancel Duplicate Subscriptions

📋 Overview If you have two Search Atlas accounts and want to consolidate them — for example, moving Hyperdrive credits from an old account to a primary one and cancelling the duplicate subscription — our support team can handle this for you. This article explains what information to prepare and what to expect during the process. 💡 What Is a Hyperdrive Credit Transfer? Hyperdrive credits (HDC) are purchased credits used to power AI-driven SEO tasks inside Search Atlas. Credits are tied to the account they were purchased under and require our support team to manually transfer a balance from one account to another upon request. Important: Credits must still be active and unused on the source account at the time of transfer. Expired or consumed credits cannot be recovered or moved. 🔍 When Should You Request a Transfer? - You accidentally created a second account and want to consolidate credits into your primary account. - A team member's account holds credits that should belong to the organisation's main account. - You signed up under a personal email and are migrating to a business email account. - You have a duplicate subscription that is billing you unnecessarily. ⚙️ What to Prepare Before Contacting Support To process your request quickly, have the following details ready: 1. Source account email — the account currently holding the Hyperdrive credits (e.g. the account you want to close). 2. Destination account email — the account that should receive the credits. 3. Number of credits to transfer — confirm the current credit balance on the source account before reaching out. 4. Cancellation confirmation — let the team know whether you also want the source account subscription cancelled so it does not renew. 🚀 How the Transfer Process Works 1. Contact our support team with your request (see below). 2. Provide the source account email, destination account email, credit amount, and whether you want the source account cancelled. 3. Our team will verify ownership of both accounts for security purposes. 4. Credits are manually applied to the destination account by our team. 5. If requested, the source account subscription is cancelled so it will not renew at the next billing date. 6. You will receive confirmation once the transfer is complete. ⚠️ Important Things to Know - Ownership verification is required. You must have authorised access to both accounts to request a transfer. - This is a backend action. Credit transfers and subscription cancellations cannot be self-served through the platform — they require our team to action manually. - Double-check your credit balance on the source account before reaching out, so the team can process your request without delay. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔄 Restore Prepaid Subscription Benefits

📌 How prepaid access works When a prepaid subscription is canceled, review your account to confirm whether access and included benefits are still available through the prepaid period. If access or benefits are missing, verify the subscription status before taking further action. 🔍 Check your subscription status 1. Open your account and review the subscription or billing information. 2. Check whether the subscription is active, canceled, or pending cancellation. 3. Note the prepaid period and any date shown for its end. If the subscription is pending cancellation, look for an available option to reactivate or resume it before the prepaid period ends. 🔄 Reactivate before your prepaid period ends 1. Open the subscription or billing controls in your account. 2. Choose the available option to reactivate or resume the subscription. 3. Review the information shown before confirming the change. After reactivation, check whether your prepaid access and included benefits have returned. 💳 Verify credits and benefits Allow time for the account status and benefits to update, then check the relevant product or billing area. Confirm that your access, credits, and any connected-account benefits are available. If credits or benefits are still missing, do not purchase another plan or repeatedly redeem the same promotion while the issue is being reviewed. ⚠️ If access was removed early If access or credits disappeared before the prepaid period ended, or reactivation is unavailable or unsuccessful, the account may require manual correction. - Take a screenshot of the subscription status and any missing-benefit message. - Note the date access or credits were removed. - Identify which access, credits, or connected-account benefit is missing. - Keep your prepaid payment details available for verification. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.

Last updated on Oct 26, 2026

💳 Removing the OTTO Sites Add-On After Upgrading to Pro

📌 Overview When you upgrade to the Pro plan, OTTO Sites is included as part of your subscription. However, if you previously paid for OTTO Sites as a separate add-on, that add-on does not cancel automatically when you upgrade. As a result, you may continue to see a charge (for example, $85/mo) for the OTTO Sites add-on even though the feature is now part of your Pro plan. This article explains why this happens and how to remove the duplicate add-on so you are only billed once. ❓ Why Am I Still Being Billed? Your Pro plan and the OTTO Sites add-on are two separate line items in our billing system. Upgrading your plan changes what your subscription includes, but it does not cancel add-ons you signed up for earlier. Until the standalone add-on is removed, both charges remain active, which means you could be paying for OTTO Sites twice. The good news: once the add-on is cancelled, you keep full access to OTTO Sites through your Pro plan at no extra cost. 🛠️ How to Remove the OTTO Sites Add-On Follow these steps to cancel the standalone add-on: 1. Log in to your Search Atlas account. 2. Click your Avatar Menu (👤) in the top-right corner and select Billing or Subscription. 3. Open the Plans & Top-ups or Services section. 4. Locate the OTTO Sites add-on in your list of active items. 5. Click Remove or Cancel next to the OTTO Sites add-on. 6. Confirm the change when prompted. After removing the add-on, the separate charge will stop on your next billing cycle, and OTTO Sites will continue to work as part of your Pro plan. ✅ How to Confirm the Add-On Is Removed To make sure the add-on is no longer active: - Return to your Billing or Subscription page. - Check that OTTO Sites no longer appears as a separate add-on line item. - Review your upcoming invoice to confirm the add-on charge has been removed. - Verify that OTTO Sites is still listed among the features included in your Pro plan. Important: In some cases, a removed OTTO Sites top-up can still display as active and continue to charge even after you cancel it through self-service. If you complete the steps above but the add-on still appears active or you see another charge on your next invoice, do not assume it failed on your end — contact our team so we can fully deactivate the add-on on the back end and stop further billing. 💰 What About a Refund for Past Charges? If you were billed for the OTTO Sites add-on after upgrading to Pro, you may be eligible for a refund or account credit for the overlapping charges. Refunds are reviewed on a case-by-case basis. Have your most recent invoice ready so our team can verify the duplicate charge and process any adjustment quickly. 🚫 How to Avoid This in the Future To prevent paying for features twice, keep these tips in mind: - Before adding a paid add-on, check whether it is already included in your current plan. - When upgrading your plan, review your Add-Ons section to see if any existing add-ons are now covered. - Remove any standalone add-ons that overlap with newly included plan features. 💬 Need More Help? If you need further assistance, click the chat icon in the bottom-right corner of the platform and type "Human Teammate" to start a live chat with a member of our team. Please have your latest invoice available so we can review your billing and resolve any duplicate charges for you.

Last updated on Oct 26, 2026

💡 OTTO Site Downgrade and Plan Billing Trade-offs

🔍 Overview If you want to reduce the number of OTTO website seats on your account back down to your plan's default allocation — this article explains how seat reductions work, what happens to your billing, and what to consider before making changes. ⚙️ Understanding OTTO Website Seats OTTO seats determine how many websites you can actively manage with OTTO SEO automation. When you add extra OTTO sites beyond your plan's default allocation, those additional seats are billed as add-ons on top of your base plan cost. - Default seats: Each plan includes a set number of OTTO sites, and this varies by tier. The Growth Plan, for example, includes two OTTO sites (projects) by default. - Add-on seats: Any sites added beyond your plan's default are charged as separate line items on your subscription. - Removing seats: Deactivating or deleting an OTTO site releases its slot, but it does not automatically cancel the recurring add-on (top-up) charge. The top-up must be cancelled separately from your billing settings. 💡 Can I Stay on the Growth Plan With Only Two OTTO Sites? Yes. Downgrading your OTTO site seats does not require you to downgrade your overall plan. You can remain on the Growth Plan and simply remove the extra OTTO site seats you no longer need. Your plan features, limits, and pricing will stay the same — only the add-on seat charges will be removed. This is the recommended approach if your goal is purely to reduce costs related to extra OTTO sites, without losing access to any Growth Plan features. 📊 Billing Impact of Removing OTTO Seats Before removing seats, it is important to understand how the billing change takes effect: - Prorated credits: Depending on where you are in your billing cycle, you may receive a prorated credit toward your next invoice when seats are removed. - Immediate vs. end-of-cycle changes: Seat reductions typically take effect at the end of your current billing period. The extra sites will remain active until that date. - No refunds for mid-cycle removal: Seat charges already billed for the current cycle are generally not refunded. The reduction applies from the next renewal date. 🛠️ How to Reduce Your OTTO Website Seats 1. Navigate to OTTO SEO in the left sidebar, then open SEO Automation (or go to /seo-automation-v3). 2. Review the OTTO sites currently active on your account and identify which ones you want to remove. 3. Deactivate OTTO on the sites you no longer wish to manage. This disconnects OTTO automation from those sites. 4. To stop the recurring add-on charge, click your Avatar Menu (👤) → Billing → Services, find the OTTO top-up, open the ⋮ menu, and choose Cancel. Note that top-ups are also cancelled automatically when your main plan's cancellation takes effect at the end of the billing period. Deep Freeze does not cancel the top-up. 5. If the seat count or billing amount does not reflect your changes, use the chat widget to confirm the update has been applied correctly. ⚠️ Important Considerations Before Downgrading Seats - Active OTTO deployments: Deleting a site will stop OTTO automation for that site and release the slot, but the recurring top-up charge will continue until cancelled separately. Any changes OTTO has already deployed will remain on the site, but no new automated actions will occur. - Reconnecting later: If you remove a site seat and later want to re-add it, you will need to purchase the seat again at the current add-on price, which may differ from what you originally paid. - Multiple sites on one domain: Make sure you are deactivating OTTO on the correct property. Check the site list in OTTO SEO V3 carefully before making changes. - Plan seat limit: Once you return to your plan's default seat allocation, adding any new OTTO sites will again be treated as add-ons and billed accordingly. 💬 Need Help With Your Specific Account? Seat and billing changes can vary depending on your subscription start date, billing cycle, and any custom plan terms. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

Cancel OTTO Sites Add-Ons and Fix Billing Issues

🔍 Overview If you are downgrading your plan or no longer need extra OTTO site slots, you may need to cancel your OTTO Sites add-on subscriptions. Some customers encounter a bug where the cancellation does not process correctly and the add-on remains active after a plan change or cancellation attempt. This article explains what to do if your OTTO site add-on is not cancelling as expected, and how to get this resolved by our support team. ⚙️ What Are OTTO Site Add-Ons? OTTO site add-ons are additional site slot subscriptions billed separately from your base plan. They renew automatically each billing period. If you downgrade your plan or reduce the number of sites you manage, you should cancel any add-on slots you no longer need to stop future charges. 📋 How to Cancel an OTTO Sites Add-On To cancel an OTTO Sites add-on, go to your Avatar Menu (👤) → Billing → Services, then click the ⋮ (three-dot) menu on the add-on and select Cancel. A confirmation/retention step will appear before the final confirmation. If the add-on does not show a cancelled or non-renewing status after your cancellation attempt, this may indicate a billing sync issue that requires backend correction. A pending cancellation can be reversed from the same place with Activate. If the cancellation is successful, the add-on will remain active until the end of the current billing period and will not renew after that date. 🐛 Known Issue: Cancellation Does Not Stick Some customers have reported that after attempting to cancel an OTTO Sites add-on, the add-on still appears active. This is a known billing sync issue. If you experience this behaviour, our support team will need to resolve it on the backend. 🛠️ What to Do If Cancellation Does Not Work If your OTTO Sites add-on is not cancelling correctly, this requires a backend correction by our team. Please do not attempt to cancel repeatedly while the issue is unresolved. To get this fixed as quickly as possible, have the following information ready when you contact us: - Your Search Atlas account email address - The name of the OTTO Sites add-on or project affected - A description of what happened when you attempted to cancel (e.g. the add-on still showing as active after your attempt) - The approximate date and time you attempted the cancellation 📊 OTTO Site Quota and Plan Downgrade Notes When you downgrade your base plan, OTTO site add-on subscriptions and site quotas may be affected by billing sync issues. If you notice that site quota or credits appear incorrect after a plan downgrade or cancellation, our support team can investigate and correct this on the backend. Please have your account details and a description of the discrepancy ready when you reach out. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔄 Reactivate Your Subscription and Upgrade to Yearly Billing

🧭 Overview If your Search Atlas subscription was cancelled, updating your credit card is an important first step — but it does not automatically reactivate your plan. You need to manually reactivate through the Billing section of your account. This article explains the process, including how to switch to yearly billing at the same time. ❓ Why Doesn't Updating My Card Reactivate My Subscription? Updating your payment method only replaces the card stored on your account. It does not trigger a new billing cycle or restore a cancelled plan. Reactivation is a separate action that you must complete manually. This design prevents unintended charges and gives you full control over when your subscription restarts. ✅ Step-by-Step: Manually Reactivate Your Subscription 1. Log in to your Search Atlas account. 2. Navigate to the Billing section from the top-right avatar (Avatar Menu (👤)). 3. Locate the option to reactivate or restore your plan. 4. When prompted to choose a billing cycle, select the yearly option to take advantage of the available yearly billing discount. 5. Verify that your updated credit card is selected as the payment method. 6. Confirm your selection to complete reactivation. Once confirmed, your subscription will reactivate immediately and your new billing cycle will begin on that date. 💳 How to Apply the Yearly Billing Discount A discount is available when you select yearly billing during the reactivation flow. You do not need a promo code — choosing the yearly billing option at the plan selection step will apply the discount automatically. Always review the order summary to ensure the yearly rate is reflected before confirming your purchase. - Monthly billing: Charged every 30 days at the standard rate. - Yearly billing: Charged once annually at a reduced rate. If you do not see a yearly billing option or the discount is not reflected in the order summary, do not proceed — reach out to our support team for assistance before completing the reactivation. 🔍 Before You Begin: Confirm Your Card Is Updated Before starting the reactivation process, go to the Billing section from the top-right avatar (Avatar Menu (👤)) and confirm that your new card is listed and set as the default payment method. If the card is not showing, re-enter the card details and save before proceeding with the reactivation steps above. ⚠️ When to Escalate Follow the manual reactivation steps above first. If you experience any of the issues listed below, do not retry multiple times — contact our support team directly. - The reactivation option is not visible in your Billing settings. - The yearly billing option does not appear during the reactivation flow. - The discounted rate is not reflected in the order summary. - You are charged but your plan does not reactivate. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔄 Cancel KW Top-Off Charges and Reallocate to HPD

Overview If you've been using keyword (KW) top-offs to supplement your monthly keyword quota and now want to redirect that spend toward your Human Proofreading & Delivery (HPD) allowance, this article explains how to approach canceling the recurring KW top-off charge and reallocating your quota budget to HPD. Because the exact names of buttons and menu items in the billing interface may vary depending on your plan and account configuration, the steps below describe the general workflow. If you cannot locate a specific option, our support team can complete these changes on your behalf. Before You Start - Make sure you have sufficient account permissions to modify billing settings and add-ons before attempting these changes. - Canceling a recurring add-on charge stops future renewals — credits already applied to your account in the current cycle are not removed. Step 1 — Cancel the Recurring KW Top-Off Charge 1. Log in to your Search Atlas account and navigate to Billing by clicking your avatar in the top-right (Avatar Menu (👤)) and selecting Billing (Billing is a separate item from Settings in the avatar dropdown). 2. Look for a section listing your active add-ons or recurring charges. 3. Locate the keyword top-off add-on and look for an option to cancel or manage that recurring charge. 4. Follow the on-screen prompts to confirm the cancellation. Future renewals of this charge will stop; your current cycle's credits remain available until the period ends. Step 2 — Reallocate Budget to HPD Once you have canceled the KW top-off, you can apply the equivalent budget toward HPD by adding or adjusting an HPD-related add-on or quota option within the same billing or subscription settings area. 1. In your billing or subscription settings, look for an option to add or adjust add-ons. 2. Find the HPD-related option and select the quantity or tier that matches the budget you freed up from the KW top-off. 3. Follow the on-screen prompts to confirm your selection. If you want the new HPD allocation to renew automatically, look for a recurring billing option before confirming. If you are unable to locate the correct options in your account or encounter any issues completing these steps, our support team can make these adjustments directly on your account. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

💳 Cancel Recurring Service Add-Ons Yourself

🔍 Overview You can cancel any recurring service add-on yourself at any time directly from your account. No ticket, no waiting on the billing department, and no extra steps — the cancellation is fully self-service. If a previous representative told you that the billing department must handle this, that information was incorrect. This article walks you through exactly how to do it. 🛑 Before You Begin - Timing matters: Cancellations take effect going forward. If your billing cycle has already renewed and the charge has been processed, that payment is not automatically reversed — but cancelling now will prevent future charges. - What counts as a recurring service add-on: These are optional services added to your subscription that renew automatically on a set schedule, such as managed SEO services, content packages, or agency add-ons. ✅ How to Cancel a Recurring Service Add-On 1. Log in to your Search Atlas account. 2. Click on your profile or Avatar Menu (👤), then navigate to the Billing tab. 3. Within the Billing tab, locate the area where your recurring service add-ons are listed. 4. Find the recurring service add-on you want to cancel. Active recurring add-ons will be listed here. 5. Select the cancellation option next to the relevant service. 6. Confirm the cancellation when prompted. You will see an on-screen confirmation that the recurring charge has been stopped. Once confirmed, the service will not renew at the next billing cycle. 💡 What If I Was Already Charged? If you were billed after attempting to cancel — for example, because you were incorrectly told the billing department had to process it — and you believe the charge was applied in error, please flag this immediately so our team can review it. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. ❓ Frequently Asked Questions - Do I need to contact the billing department to cancel a recurring add-on? No. This is a fully self-service action available directly in your Billing tab. You do not need to submit a request or wait for a billing team response. - Will I get a refund after cancelling? Cancelling stops future charges. Refunds for already-processed billing cycles are reviewed on a case-by-case basis. Use the chat widget to speak with a teammate if you believe a charge was applied in error. - Can I reactivate a cancelled service add-on? For questions about reactivating a cancelled add-on, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with our team.

Last updated on Oct 26, 2026

💳 Reactivate Your Plan and Update Payment Details

🔍 Overview If your Search Atlas plan was canceled — whether intentionally or due to a failed payment — you can reactivate it and update your payment method directly from your account settings. Once reactivated, your quota and tool access will be restored immediately. ⚙️ Step 1: Log In and Open Billing 1. Log in to your Search Atlas account at app.searchatlas.com. 2. Click your Avatar Menu (👤) (avatar) in the top-right corner. 3. Select Billing from the dropdown menu, then open the Plans & Top-ups tab. 💳 Step 2: Update Your Payment Method 1. On the Plans & Top-ups tab within Billing, locate the Add Payment Method button. 2. Click Add Payment Method. 3. Enter your new card number, expiration date, CVV, and billing address. 4. Click Save to confirm the updated details. Important: Make sure the billing address you enter matches exactly what your bank or card issuer has on file. A mismatch is a common cause of payment failures. 🚀 Step 3: Reactivate Your Plan 1. After saving your payment method, return to the Plans & Top-ups tab in Billing. 2. Click Reactivate Plan or Resume Subscription. 3. Review the plan details and confirm the renewal charge. 4. Click Confirm to reactivate. Your subscription will become active immediately and your full quota — including credits, reports, and tool access — will be restored right away. ✅ Step 4: Verify Your Billing Information Once reactivated, take a moment to confirm everything looks correct: - Your plan name and billing cycle are displayed accurately. - The next renewal date is shown in your Billing dashboard. - Your credit and quota usage reflects the correct limits for your plan. - A payment confirmation email has been sent to your account email address. If the quota counters do not update within a few minutes, try refreshing the page or logging out and back in. ⚠️ Common Reasons a Payment May Fail - Expired or replaced credit/debit card. - Insufficient funds at the time of renewal. - Card issuer blocking the transaction — contact your bank to authorize recurring charges from Search Atlas. - Incorrect billing address or CVV entered. Resolving any of these issues before reactivating will help ensure a smooth renewal going forward. 💡 Tips to Prevent Future Cancellations - Keep your payment method up to date, especially when you receive a new card. - Check your email for payment failure notices — Search Atlas sends alerts before access is suspended. - Review your billing dashboard periodically to confirm your next renewal date. 🛠️ Still Need Help? If you have completed these steps and your plan is still not active, or if you are unsure whether your billing information has been saved correctly, If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

⚡ OTTO Deep Freeze, Credits, Trials, and Cancellation

What Is OTTO Deep Freeze? OTTO Deep Freeze is a feature within Search Atlas that protects the SEO optimizations OTTO has applied to your site. When active, it locks in the on-page and technical changes OTTO has deployed, helping ensure those improvements remain in place on your live site and are not overwritten by CMS updates, theme changes, or other site edits. Deep Freeze is designed to preserve the state of OTTO's applied optimizations. If a conflicting change is detected on your site, Deep Freeze works to re-apply or maintain the protected settings so your SEO work is not lost. Note: The specific optimizations covered by Deep Freeze depend on which OTTO tasks have been deployed on your account. If you have questions about which changes are protected, our support team can review your account directly. Subscription Requirements for Deep Freeze Deep Freeze is tied to an active paid Search Atlas subscription. Key points to be aware of: - Deep Freeze remains active only while your subscription is current and in good standing. - There is no standalone Deep Freeze plan — it is included as part of your active subscription tier. - If your subscription lapses, expires, or is cancelled, Deep Freeze protection will no longer be enforced, meaning future site changes could overwrite OTTO's applied optimizations. - Renewing or reactivating your subscription will restore Deep Freeze protection going forward. If you are unsure whether your current plan includes Deep Freeze, contact our support team for clarification specific to your account. What Happens If You Cancel? When you cancel your Search Atlas subscription, the following generally applies: - Projects enter Deep Freeze automatically: 24 hours after your account becomes unsubscribed, all OTTO projects are placed into Deep Freeze (autopilot off, read-only). Projects are not deleted and stay engaged, so the OTTO pixel keeps serving the fixes that were already deployed. Deployed changes stop being served only if the pixel is removed, the project is disengaged, or the project is deleted. - OTTO processing stops: OTTO stops crawling and making new changes after cancellation. - Hyperdrive credits are not refunded: Any unused credits at the time of cancellation are forfeited. - Your data is retained temporarily: Project data and settings are typically retained for a grace period, but you should export any reports or configurations you need before cancelling. If maintaining your SEO optimizations is a priority, we recommend reaching out to our support team before cancelling so a teammate can explain what to expect for your specific account and help you preserve your work where possible. What Are Hyperdrive Credits? Hyperdrive credits are a quota resource used by OTTO to process and deploy SEO tasks across your site. Here is how they generally work: - Credits are consumed per task: Each SEO action OTTO deploys — such as updating a meta tag, fixing a heading structure, or applying a schema — uses a certain number of credits. - Credits reset on a billing cycle: Your credit balance refreshes at the start of each billing period. Unused credits do not roll over. - Low credits slow processing: If your credit balance runs low, OTTO may pause or queue lower-priority tasks until credits are replenished at your next reset. - Credit allocation depends on your plan tier: Higher-tier plans include larger credit pools, allowing OTTO to process more tasks per cycle. You can generally monitor your credit balance from within the OTTO dashboard on your account. If you notice tasks not processing or receive a low-credit warning, check your current balance first before escalating. When contacting support about hyperdrive credits, have the following ready: - Your project name or domain - A description of what you observed (e.g., tasks not processing, a low-credit warning) - Any error messages or timestamps you encountered How to Upgrade Your Trial to a Higher Tier If you are on a free or paid trial and want to move to a higher subscription tier, here is what to know: - Upgrades are available at any point during your trial: You do not need to wait for the trial to expire to move to a paid plan. - Your OTTO data carries over: Projects, applied optimizations, and settings configured during your trial are preserved when you upgrade. - Trial credits are typically replaced: When you upgrade, your credit allocation updates to match your new plan tier. - Deep Freeze activates on paid plans: If your trial tier did not include Deep Freeze, upgrading to a qualifying paid plan will enable it for your projects. To upgrade your trial to a higher tier, you can do this yourself directly in the platform. Click the Avatar Menu (👤) (Avatar Menu (👤), top-right), go to Billing → Plans & Top-ups, and in the Subscription section click Change Plan. If your subscription is still in trial, the plan switches without charging you, your existing trial end date is preserved, and your quotas are reallocated to the new plan immediately. If you have any questions about the upgrade, contact our support team with the following ready: - Your current plan or trial type - The tier you are interested in upgrading to - Any questions about how the upgrade affects your current trial credits or Deep Freeze settings Quota Management Quota management in OTTO governs how tasks, credits, and processing capacity are allocated across your projects. Understanding quota helps you get the most out of OTTO without running into processing delays: - Credits are shared across projects: If you have multiple sites connected to OTTO, all projects draw from the same credit pool on your account. - Prioritize high-impact tasks: If credits are limited, focus OTTO on your highest-priority projects or task types to make the most of your available quota. - Upgrading your plan increases quota: If you consistently run low on credits before your reset date, upgrading to a higher plan tier is the most direct way to increase your allocation. - Pausing OTTO on a project preserves credits: If you want to stop credit consumption on a specific project temporarily, pausing OTTO on that project will prevent further credits from being used. If you have questions about your specific quota limits or need a one-time credit adjustment, contact support with your project name, current plan, and a description of your usage pattern. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

⚡ Plan Upgrade Not Applied & Duplicate Charges

🔍 Overview In some cases, a plan upgrade may fail to apply to your account even though your payment was processed successfully. If you then attempt to upgrade again, you could end up with duplicate charges while your account still shows the old plan. This article explains what to do if this happens to you. ⚠️ Signs You May Be Affected - Your account still displays your previous plan (for example, Starter or Pro) after completing an upgrade payment. - You have two or more receipts or charge confirmations for the same upgrade. - Features associated with your new plan are not available in your account. 🛠️ Steps to Take Right Away 1. Do not attempt to upgrade again. Making additional payment attempts will not fix the underlying issue and may result in further duplicate charges. 2. Try logging out and back in. After a successful payment, your plan may take a moment to propagate. Log out of Search Atlas completely, wait 2–3 minutes, then log back in and check whether your plan has updated and the expected features are now available. 3. Clear your browser cache and hard-refresh. If the plan still shows incorrectly after logging back in, clear your browser cache (or open an incognito/private window) and reload your account page. Sometimes a stale cache causes the old plan to appear even after a successful upgrade. 4. Check your email for a confirmation receipt. Locate all payment confirmation emails you received for the upgrade attempt(s). Note the exact amounts, dates, and transaction IDs shown — you will need these if you need to escalate. 5. If the issue persists, gather your receipts and contact our support team. Collect all payment confirmations or receipts you received for the upgrade. Because applying the corrected plan and processing refunds for duplicate charges requires action from our billing and engineering team, please reach out to support so they can manually correct your account and issue any refunds owed. You can contact our team directly through Search Atlas support. 💡 What Happens After You Contact Support Once our team is notified, here is what you can expect: - Account correction: Our billing and engineering team will investigate and apply your upgraded plan to your account manually. - Duplicate charge refunds: Any duplicate payments will be identified and refunded to your original payment method. - Refund timeline: Refunds typically reflect in your account within 5–10 business days, depending on your bank or card issuer. 📋 Information to Have Ready To help our team resolve your case as quickly as possible, please have the following available when you reach out: - The email address associated with your Search Atlas account - All payment confirmation emails or receipts for the upgrade attempt(s) - The exact amounts, dates, and transaction IDs from those receipts If you are still experiencing issues, please reach out to our support team and we will be happy to help.

Last updated on Oct 26, 2026

💳 Charged Immediately After Upgrading During Trial

🔍 What Happened If you upgraded to a paid plan while your 7-day free trial was still active and were charged immediately, this was not the expected behaviour. Charges for plan upgrades made during an active trial should be deferred until the trial period ends. Our engineering team has since resolved the underlying issue that caused immediate billing in this scenario. ⚠️ How to Recognise This Issue - You upgraded your plan while your 7-day free trial was still running. - Your payment method was charged immediately after the upgrade — before your trial ended. - You expected billing to begin only after the trial concluded. ✅ What the Resolution Looks Like When this issue is confirmed, our billing team will: 1. Process a full refund of the amount charged in error. 2. Restart your free trial so you do not lose any trial time. 3. Ensure your paid plan activates correctly at the end of the trial period. You do not need to re-enter any payment details or re-select your plan. Everything is handled on our end once the case is reviewed. 🛠️ What You Should Do To get your refund and trial restart processed as quickly as possible, follow these steps: 1. Check your billing confirmation email for an invoice ID or transaction reference number — you will need this when you contact us. 2. Note the following details before reaching out: the plan you upgraded to, the amount charged, the date you upgraded, and the date your trial started. 3. Contact our support team through the platform to report the unexpected charge. Share the details you gathered above so the billing team can locate your account and confirm the erroneous charge immediately. 4. Our team will escalate your case to the billing team with a refund request. Once approved, a full refund will be issued and your trial will be restarted — no further action is required from you. 5. You will receive confirmation once the refund and trial restart are complete. The sooner you reach out with the relevant invoice and account details, the faster your case can be resolved. 💡 Going Forward The underlying billing bug that caused immediate charges during an active trial has been fixed by our engineering team. If you upgrade your plan during a future trial, the charge will be correctly deferred until your trial period ends. 💬 Need Help? If you need further assistance, please reach out to our support team through the platform and we will be happy to help.

Last updated on Oct 26, 2026

💳 Fix Billing Issues After Upgrading to PRO

🔍 Overview When you upgrade from a Growth plan to a PRO plan mid-billing cycle, Search Atlas calculates a prorated charge — meaning you only pay for the remaining days in your current cycle at the new plan rate. However, in some cases customers have reported that the proration did not correctly account for the amount already paid, or that their monthly rate appeared higher than expected. This article explains how upgrade billing works, what to check, and how to get a correction if something looks wrong. 📋 How Proration Works on a Plan Upgrade When you upgrade your plan partway through a billing cycle, here is what should happen: 1. Search Atlas calculates how many days remain in your current billing cycle. 2. It credits you for the unused portion of your Growth plan payment. 3. It charges you only for the remaining days at the PRO plan rate. 4. On your next renewal date, your full PRO plan monthly rate takes effect. For example, if your Growth plan costs $199/month and you upgrade 15 days into a 30-day cycle, you should receive a credit of roughly $99.50 for the unused Growth days. That credit is then applied against the prorated PRO charge — so you only pay the difference, not the full PRO amount on top of what you already paid. ⚠️ Common Billing Issues After Upgrading The following issues have been reported by customers after upgrading from Growth to PRO: - Previous payment not deducted: The prorated PRO charge appeared on the invoice without applying the credit for the already-paid Growth subscription days. - Incorrect monthly rate displayed: The plan page or invoice showed an unexpected rate (for example, $622/month) instead of the correct PRO plan price. - Quota not resetting after upgrade: Credits or usage quotas did not refresh to reflect the new PRO plan limits immediately after upgrading. - Points deducted but no content generated: Usage points were consumed by a task that failed to produce output, leaving the quota reduced without benefit. ✅ Steps to Take If Your Billing Looks Wrong 1. Check your invoice: Go to Avatar Menu (👤) (Avatar Menu (👤), top-right) → Billing → Invoices and review the most recent charge. Look for a credit line item that reflects your unused Growth plan days. If no credit appears, your billing may not have calculated correctly. 2. Verify your current plan rate: In the top-right avatar → Billing → Plans & Top-ups (Billing), confirm the monthly rate matches the PRO plan pricing shown on the Search Atlas pricing page. If the displayed rate is different, note the amount shown. 3. Check your quota usage: Click your avatar in the top-right corner, then go to Billing → Plans & Top-ups to see whether your PRO plan limits are active. If your quota still reflects Growth plan limits or shows usage from before your upgrade without a reset, that is a known issue our team can resolve. 4. Document the discrepancy: Before contacting support, note the date of your upgrade, the amount charged, the amount you expected to be charged, and any screenshots of your invoice or usage page. This speeds up the resolution. 5. Contact support via the chat widget: If you confirm a discrepancy, reach out immediately so our billing team can issue a correction or credit. See the section below for how to reach a human teammate. 🔄 What Happens to Points Used With No Output If your account was charged usage points for a task — such as a content generation request — but no content was actually produced, those points should be restored. This can happen due to a processing error or a system interruption during the task. Our support team can review the usage log for your account and reinstate the points that were deducted without a successful output. 📅 When Will My PRO Quota Reset? Your usage quota resets on your billing renewal date, not on the date you upgraded. If you upgraded mid-cycle, your first full PRO quota will be available at the start of your next billing cycle. If your quota did not increase to PRO limits immediately after upgrading, or if your renewal passed without a reset, contact support so the team can manually trigger the correct quota assignment for your account. 🛠️ Known Issues Already Resolved Our engineering team has already addressed several billing-related bugs, including: - Customers being charged at a Growth or Starter rate after upgrading to PRO. - Incorrect base prices being stored on Growth subscriptions, leading to wrong proration calculations. - Annual upgrade flows showing a Stripe checkout screen instead of updating the subscription directly. If your account was affected before these fixes were deployed, you may still see an incorrect historical charge. Our team can review and correct this retroactively. 💬 Get Help From Our Team If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. When you reach out, please share: the date of your upgrade, the charge amount on your invoice, the rate you expected to be billed, and any screenshots of your billing or usage pages. This helps our team resolve your case as quickly as possible.

Last updated on Oct 26, 2026

🚀 Upgrade Your Plan During a Free Trial

🧭 Overview If you are currently on a free trial and want to explore Pro-level features, you can upgrade your plan without being charged immediately. Your billing will be deferred until your trial period ends — typically around day 7. This article explains how the process works and what to expect. ⚙️ How Trial Upgrades Work Search Atlas is designed to let you test higher-tier features during your free trial before any payment is collected. Here is what happens when you upgrade during a trial: - No immediate charge: Upgrading your plan mid-trial does not trigger an instant payment. Your card is not billed until the trial concludes. - Full feature access: Once you select a higher plan, Pro features become available right away so you can evaluate them properly before committing. - Charge at trial end: On the day your trial expires (usually day 7, around the 8th or 9th of the month depending on when you started), the subscription fee for your chosen plan is applied. - Trial eligibility rules apply: The deferred billing option is only available to eligible accounts. If your account does not qualify — for example, if a trial has already been used on this account — the upgrade may be charged immediately. 🛠️ How to Upgrade Your Plan During the Trial 1. Log in to your Search Atlas account. 2. Open the Avatar Menu (👤), select Billing, then go to Plans & Top-ups. 3. Review the available plans and click Change Plan on the Pro plan (or the tier you want to test). 4. Confirm the plan selection. A confirmation message will appear letting you know that your charge is deferred to the end of your trial period. 5. Your Pro features will activate immediately — start exploring right away. 📋 What to Check Before Upgrading To make sure your upgrade goes smoothly and your charge is correctly deferred, keep the following in mind: - Confirm your trial is still active: Deferred billing only applies while the trial window is open. Check your trial end date in the Billing section before proceeding. - One trial per account: If you have previously used a free trial on this account, the eligibility rules will apply and you may be charged immediately upon upgrading. - Payment method on file: A valid payment method must be saved to your account before you can upgrade, even if no charge is collected right away. - Downgrading during the trial: You can also switch back to a lower or free plan during the trial period. No charge will be applied if you downgrade before the trial ends. ❓ Frequently Asked Questions Will I be charged the moment I click Upgrade? No — as long as your trial is still active and your account is eligible, the charge is held until your trial ends. You will see a confirmation message confirming this before you finalise the upgrade. What happens if my trial ends while I am on the Pro plan? Your saved payment method will be charged the Pro plan subscription fee on the trial end date. You will continue on the Pro plan going forward unless you cancel or downgrade before the trial expires. Can I cancel before the trial ends to avoid being charged? Yes. If you decide the Pro plan is not right for you, you can downgrade or cancel before your trial end date and no charge will be collected. How do I know exactly when my trial ends? Your trial end date is displayed in the Billing section of your account settings. Check this date so you know the deadline for making any plan changes. 💬 Need More Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. Additional Notes How to Find Your Exact Trial End Date: Log in and navigate to Billing/Subscription settings. Always rely on the date shown there — not dates in automated messages or older articles. If discrepancy found, contact support immediately.

Last updated on Oct 26, 2026

🔍 Reduce OTTO Sites and Adjust Your Billing Plan

🧭 Overview OTTO sites are billed based on the number of sites allocated to your account, not just the ones actively using OTTO. If your current plan includes more OTTO site slots than you need, you can reduce your site count and adjust your billing plan to match your actual usage. This article walks you through how to do that. Important: Disengaging (deactivating) OTTO on a site does not reduce your OTTO bill or free the site's OTTO quota slot — the project stays counted. To free the slot, delete the project (freed right away) or use Deep Freeze (freed after 14 days). To stop a top-up charge, cancel the top-up in Billing → Services. ⚙️ Step 1 — Check How Many OTTO Sites You Have Active Before making any changes, confirm how many OTTO sites are currently activated on your account. 1. In the left sidebar, click OTTO SEO → SEO Automation (URL: /seo-automation-v3). 2. Review the list of sites that have OTTO activated. Each site shown with OTTO enabled counts toward your billed site total. 3. Identify any sites where OTTO is activated but no longer needed — these are the slots you can free up. 🛠️ Step 2 — Deactivate OTTO on Sites You No Longer Need To free up OTTO quota slots, you must delete the project (freed right away) or use Deep Freeze (freed after 14 days). Simply deactivating OTTO on a site does not free the slot or reduce your bill. 1. From the OTTO SEO → SEO Automation page, locate the site you want to remove from your OTTO quota. 2. Open the site and find the OTTO activation toggle or settings. 3. Delete the project to free the slot right away, or use Deep Freeze to free it after 14 days. Note: simply deactivating OTTO on a site does not free the slot. 4. Repeat for any additional sites you no longer need covered by OTTO. Important: Deactivating OTTO on a site stops the OTTO pixel from serving OTTO's changes for that site, though the project's settings, recommendations and history are retained for later reactivation. Note that any changes written directly into the site's CMS are not served by the pixel. Make sure you no longer need OTTO managing that site before proceeding. 📊 Step 3 — Downgrade Your OTTO Sites Plan Once you have deactivated OTTO on the relevant sites, you can adjust your billing plan to reflect the lower number of sites. 1. Click your Avatar (top-right) → Billing (Plans & Top-ups tab). 2. Locate the OTTO SEO section, which displays your current quota (shown as 'Total Quota X / Y') and the number of sites in use. 3. Select the option to downgrade or reduce your OTTO sites allocation. 4. Choose the plan tier or site count that matches your actual usage — for example, if you now only use 6 sites, select a 6-site plan. 5. Confirm the change. Your billing will be updated to reflect the new, lower site count at your next billing cycle. Note: You cannot downgrade your OTTO sites count below the number of sites that currently have OTTO active. Always deactivate OTTO on unused sites first (Step 2) before attempting to reduce your quota. 💡 Why Am I Being Billed for More Sites Than I Use? Your bill is based on the number of OTTO site slots allocated to your account, not just sites where OTTO is actively doing work. If you previously added extra site capacity — for example, through a top-up or plan upgrade — those slots remain billed until you explicitly reduce your quota. Common reasons this happens include: - A site was added to OTTO during testing and never deactivated. - A top-up was purchased for a temporary project and not cancelled afterward (top-ups must be cancelled in Billing → Services to stop the charge). - A previous plan included more OTTO sites than your current needs require. Reviewing your active OTTO sites regularly and keeping your quota aligned with actual usage is the best way to avoid unexpected charges. ❓ Frequently Asked Questions Will I lose any data if I deactivate OTTO on a site? Your site's historical data and Search Atlas account information are retained. However, OTTO will stop managing optimisations for that site, and any active OTTO tasks will be paused. When will my billing reflect the downgrade? Plan changes typically take effect at the start of your next billing cycle. You will not usually receive a refund for the current period, but you will stop being charged for the reduced slots going forward. Can I add sites back later? Yes. You can upgrade your OTTO sites quota at any time from Avatar (top-right) → Billing (Plans & Top-ups tab) if your needs change. 💬 Need Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔒 Upgrading Your Plan as a Team Member

🔍 Overview If you are logged in to Search Atlas as a team member added by an account owner, you may notice that the option to upgrade your plan is unavailable or that the Account menu cannot be located. This is expected behaviour. Billing and plan management are restricted to the account owner only. 👤 Why Team Members Cannot Upgrade Plans Search Atlas uses a role-based access model. When an account owner adds team members to their workspace, those users are granted access to tools and features but are not given permission to make billing or subscription changes. This protects the account owner from unexpected charges and ensures billing is always controlled by one authorised person. As a result, team members will not see the Account or Billing menu options that are visible to the account owner. ✅ How to Get Your Plan Upgraded To upgrade from the Starter plan to a higher tier, follow these steps: 1. Identify the account owner. This is the person who originally created the Search Atlas account and invited you as a team member. 2. Contact the account owner and ask them to log in to their Search Atlas account. 3. The account owner should click the Avatar in the top-right, select Billing, and choose Plans & Top-ups (Change Plan) to select the desired plan upgrade. 4. Once the upgrade is complete, the new features and limits will be available to all team members in the workspace immediately. 💡 Not Sure Who the Account Owner Is? If you do not know who the account owner is, check the original invitation email you received when you were added to the workspace. The sender of that email is typically the account owner. Alternatively, reach out to your manager or the person who set up your team's Search Atlas access. 🛠️ Still Need Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🚀 Upgrade to Growth Plan During Free Trial Without Immediate Charge

📋 Overview You can upgrade from the Starter trial to the Growth plan at any point during your 7‑day free trial. The system now defers the first charge until the trial period finishes, so you will not be billed immediately when you request the upgrade. 🛠️ How to Upgrade 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner, then go to Billing → Plans & Top-ups (Billing). 3. Select the Growth plan. 4. Confirm the upgrade when prompted. A notice will confirm that your first payment will be processed at the end of the current free trial. ✅ What Happens Next - Your account immediately gains Growth‑plan features and limits. - No charge is applied at the moment of upgrade. - The first invoice is generated automatically when the 7‑day trial expires. - You will receive an email receipt once the payment is successfully processed. ❓ Frequently Asked Questions Will I lose any trial days if I upgrade early? No. The trial end date stays the same; only the plan tier changes. Can I downgrade back to Starter before the trial ends? Yes. You can switch plans at any time from the same Billing & Plans page. The trial end date remains unchanged. What if my payment method fails when the trial ends? You will receive a notification to update your payment details. Access to Growth features will be paused until the payment succeeds. 💬 Need More Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔄 Fix Trial Plan Quota Showing 0/0

🔍 Overview Some users on a trial plan may encounter an issue where their quota utilization displays as 0/0 and key features stop working as expected. This is a known platform-side issue related to how trial quotas are calculated and tracked. It is not caused by anything you did wrong, and it can be resolved quickly by the support team. ⚠️ What This Issue Looks Like - Quota usage displays as 0/0 instead of showing your correct trial allowance. - Features that should be available on your trial plan appear unavailable or non-functional. - Your domain or project may not behave as expected during setup. 🛠️ Why This Happens This issue is caused by an internal quota tracking problem that can occur during trial plan activation, plan changes, or billing cycle recalculations. In some cases, the system does not correctly initialize or refresh the quota values assigned to your trial, leaving them stuck at zero. This is a backend issue and cannot be fixed by changing settings in your account. ✅ What You Should Do Because this issue originates on the platform's backend, there are no steps you can take inside the app to resolve it yourself. Follow the steps below to get it fixed as quickly as possible. 1. Confirm the symptoms. Check your current quota status in your account. If your trial allowances are showing as 0/0 and features are not working, proceed to the next step. 2. Contact support immediately. Open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. 3. Share your account details. Let the agent know that your trial quota is showing 0/0 and describe which features are not working. Include the domain you are trying to set up if applicable. 4. Wait for confirmation. The support agent will investigate your account and restore your quotas on the backend. Once restored, you will be asked to verify that the correct values now appear on your end. 5. Refresh and verify. After the agent confirms the fix, refresh your browser and check that your quota now reflects the correct trial allowance and that your features are accessible. 💡 After Your Quotas Are Restored Once your quotas are correctly restored, you should be able to proceed with setting up your domain and using all features included in your trial plan. If any feature still appears unavailable after the quota is restored, let the support agent know so they can investigate further. 🔁 Preventing Future Disruptions This issue is triggered by backend processes rather than user actions, so there is no specific step you can take to prevent it. However, if you upgrade from a trial to a paid plan and notice quota values resetting unexpectedly, contact support right away. Prompt reporting helps the team restore access faster and flag any recurring technical issues. 💬 Still Need Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🎯 Applying Summit Platinum Upgrade and Billing Adjustments

🔍 Overview If you were referred to support to have a Summit Platinum package upgrade, an extra subscription month, or unlimited quota benefits applied to your account, this article explains what to expect and how to make sure your entitlements are fully processed. This type of request requires manual review by the Search Atlas team. It cannot be self-applied through the platform, but the process is straightforward once you contact support through the correct channel. 📋 What This Covers - Summit Platinum package upgrade application - Bonus subscription month from a Summit promotional offer - Unlimited quota entitlements promised as part of a Summit deal - Billing adjustments related to Summit special offer pricing ⚙️ What Happens During Processing When you submit your request, the support team will: 1. Acknowledge your request and review the details of the original Summit offer you were referred under. 2. Verify your account email address to confirm they are updating the correct account. 3. Escalate your case internally for investigation and processing. 4. Apply the Platinum package benefits, billing adjustments, and any quota changes to your account. 5. Send a confirmation email to the address on file once everything has been processed. Once complete, you will receive an email confirming that the changes have been applied. Check your inbox, including your spam or junk folder, after submitting your request. 💡 Before You Contact Support To help the team process your request as quickly as possible, have the following ready: - Your account email address — the one registered with Search Atlas. - The name or date of the Summit event or promotion where the offer was made. - Any reference number or conversation ID from a previous support interaction, if you have one. - A brief description of the benefits promised — for example, Platinum upgrade, extra month, or unlimited quotas. 🛠️ How to Submit Your Request Because applying Summit Platinum benefits and billing adjustments requires manual action by the Search Atlas team, there is no self-serve option inside the platform for this specific change. Follow these steps to get it resolved: 1. Log in to your Search Atlas account. 2. Open the chat widget in the bottom-right corner of the platform. 3. Type human teammate to be connected directly with a support agent. 4. Explain that you were referred to support to have your Summit Platinum package, bonus subscription month, and unlimited quotas applied to your account. 5. Provide your account email address and any relevant offer details or reference numbers. The team will review your case, confirm your details, and process the changes. You will receive a confirmation email once everything is in place. ❓ Frequently Asked Questions - Why can't I apply this myself? Summit Platinum upgrades and associated billing adjustments involve backend account changes that must be processed manually by the Search Atlas team to ensure accuracy. - How long does processing take? The team will acknowledge your request promptly. Processing times may vary depending on the complexity of the changes, but you will be notified by email when complete. - What if I don't receive a confirmation email? Check your spam or junk folder first. If you still have not received it, contact support again via the chat widget and reference your original request. - Will my billing date or next invoice be affected? Billing adjustments applied as part of a Summit offer will be reflected in your account after processing. If you have questions about a specific invoice, mention this when you contact support. 💬 Need Further Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

⚙️ Downgrade OTTO Sites Without Changing Your Plan

🔍 Overview OTTO is Search Atlas's OTTO SEO automation engine. Each website you activate OTTO on consumes one OTTO site seat. If you want to reduce the number of active OTTO sites — for example, to cut costs — you may be able to deactivate seats without necessarily changing your subscription plan. The number of OTTO site seats available to you is tied directly to your plan tier. This article explains the general relationship between seats and plan tiers, how deactivating OTTO on a site differs from downgrading your plan, and how to get help making the right change for your account. 📋 OTTO Site Seats and Plan Tiers Each Search Atlas plan includes a set number of OTTO site seats at no extra charge. Adding seats beyond your plan's included amount incurs an additional per-seat fee. The exact seat allocations per plan tier may vary — contact our support team to confirm what is included in your specific subscription. If you are currently on the Growth Plan and added extra OTTO site seats beyond your plan's included amount, you can remove those extra seats without downgrading your plan. This means your Growth Plan subscription remains unchanged — only the additional paid seats are removed. ✅ Staying on Your Current Plan While Reducing Active Sites If you added extra OTTO site seats on top of your plan's included seats and now want to return to just the included seats, you can deactivate OTTO on the additional sites. Your plan subscription will remain unchanged — only the additional paid seats will be removed. To make this change, please reach out to our support team with the following information ready: - Your account name or registered email address - The names of the specific sites you want to deactivate OTTO on - Confirmation that you want to remove only the extra seats and keep your current plan Once the extra seats are deactivated, the additional per-seat charges will be removed from your next billing cycle. Your plan pricing and all other plan features remain intact. ⚠️ Important: Downgrading Your Plan vs. Removing Seats These are two different actions with different outcomes. It is important to understand the distinction before making any changes. - Removing extra OTTO seats: Deactivates OTTO on selected sites. Your current plan stays the same. You lose access to OTTO on those specific sites only. - Downgrading your plan: Moves you to a lower-tier subscription (e.g., Growth → Starter). This reduces your included OTTO seats, keyword limits, user seats, and other plan-level features. This is a more significant change and may affect capabilities beyond just OTTO sites. If you are unsure which option is right for you, our support team can review your account and recommend the best path based on your current usage and goals. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

📉 Downgrading Your Plan: What Happens to Projects

🔍 What This Article Covers If you are considering downgrading to a lower-tier plan and you currently have more projects than your new plan supports, this article explains exactly what happens to those projects — and what you will and will not lose. 📋 Understanding Project Types and Plan Limits Search Atlas has two distinct project categories: - OTTO SEO Projects: Projects connected to OTTO SEO for AI-driven automation, on-page fixes, and active optimisation tasks. - Regular Projects: Standard projects that support keyword tracking, rank tracking, site audits, and reporting — without OTTO automation. Every plan includes a limit on the number of OTTO SEO (OTTO-connected) projects you can have active at one time. The Pro plan at $399 supports up to 4 OTTO SEO projects and up to 4 OTTO-connected sites. ✅ What Happens to Your 10 Existing Projects After Downgrading If you are currently on a higher plan with 10 sites and you downgrade to the Pro plan, here is the practical outcome: - You can keep all 10 projects in your account. Downgrading does not delete or archive your existing projects. - Up to 4 of those projects can remain connected to OTTO as active OTTO SEO projects. - The remaining 6 projects will continue to function as regular projects. As regular projects, those 6 sites retain full access to: - Keyword tracking — your tracked keywords continue to update and display ranking data. - Rank tracking and ranking reports — historical and ongoing rank data is preserved and accessible. - Site audits — you can still run and schedule site audits at any time. - Reporting — all reporting features remain available for non-OTTO projects. The only functionality those 6 sites lose is OTTO SEO automation — meaning AI-generated fixes, automated on-page optimisation tasks, and active OTTO management will not apply to those sites. ⚙️ How to Manage Your Projects After Downgrading 1. Go to OTTO SEO → All Sites (SEO Automation) in the left sidebar or navigate to /seo-automation-v3. 2. Review your current OTTO SEO projects and identify which 4 sites you want to keep connected to OTTO. 3. For the remaining sites, disconnect them from OTTO. They will automatically revert to regular projects and retain all tracking, audit, and reporting data. 4. Confirm your selections before completing the downgrade to avoid any unintended disconnections. ⚠️ Important Things to Know Before You Downgrade - No data is lost when a site moves from an OTTO SEO project to a regular project. All historical ranking data, audit history, and keyword lists are preserved. - OTTO progress is paused, not erased. If you upgrade again in the future, you can reconnect those sites to OTTO and resume automation. - You cannot exceed the plan limit for OTTO SEO projects. If you have 4 active OTTO connections and try to add a fifth, you will be prompted to upgrade or disconnect an existing one. - Regular projects do not count against your OTTO SEO project limit — only OTTO-connected projects do. 💡 Choosing Which 4 Sites to Keep on OTTO When deciding which sites should remain as OTTO SEO projects under the Pro plan, consider prioritising: - Sites with the most active optimisation work in progress. - Sites in competitive niches where OTTO automation delivers the most value. - Sites with upcoming campaigns or seasonal content pushes. All other sites will continue to be monitored and tracked automatically — you simply manage any on-page changes manually rather than through OTTO. 💬 Need Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔄 Understanding Promotional Plan Upgrades and Billing Transitions

Overview If you are currently on a monthly Pro plan and considering switching to an annual plan, you may notice differences in pricing and wonder how the transition affects your existing subscription. This article explains what to expect when you upgrade, including how promotional annual pricing is structured, what bonus credits may be included, and how your billing changes after the switch. How Annual Plan Pricing Works Annual plans are offered at a discounted effective monthly rate compared to the standard month-to-month price. When you switch to an annual plan, you are charged a single upfront payment that reflects this discounted rate spread across 12 months. To verify the pricing details that apply to your account: 1. During the upgrade checkout flow, review the annual total, the effective monthly equivalent, and any promotional savings displayed on the pricing screen before confirming your purchase. 2. If the quoted amount looks unexpectedly high, this is typically because the annual plan is billed as a single lump sum rather than in monthly installments — the total annual cost is still lower than paying month-to-month for 12 months. 3. After completing the upgrade, check the confirmation email sent to your registered address — it will itemize the amount charged, the plan term, and the renewal date. Hyperdrive Credits Included with Annual Plans Some annual plan upgrades include bonus Hyperdrive credits as part of a promotional offer. If your upgrade included a credit bonus, those credits are applied to your account automatically at the time of purchase — you do not need to redeem a code or take any additional action. To check how many Hyperdrive credits are currently on your account, navigate to Avatar → Billing → Plans & Top-ups (Billing). The balance shown there will reflect any bonus credits added during your upgrade. What Happens to Your Monthly Billing When You Switch When you upgrade from a monthly plan to an annual plan, the following generally applies: - Monthly subscription: Your previous monthly subscription is replaced by the annual plan at the time of upgrade. You will no longer be billed on a monthly cycle. - Proration: If you upgrade mid-cycle, any unused days remaining in your current monthly billing period may be credited toward the annual plan cost. The exact proration amount will be shown during checkout before you confirm. - Renewal date: Your new annual renewal date is set from the date you complete the upgrade. This date will appear in your confirmation email and in your account billing settings. If you have already upgraded and want to confirm the changes to your billing, check the confirmation email sent to you at the time of purchase or review the billing section of your account settings for a full transaction history. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

⚡ Payment Processed But Plan Not Upgraded

🔍 What Happened In some cases, a plan upgrade payment is successfully charged but the new plan is not automatically applied to your account. You may notice your account still shows your previous plan (such as Starter), and attempting to upgrade again results in a stuck please wait message. This is a known billing issue that our engineering team has investigated and resolved on the platform side. ⚠️ What to Check First Before contacting support, verify the following: - Check your email inbox for a payment confirmation or receipt from Search Atlas. This confirms whether the charge was processed. - Log in to your account and navigate to the Billing section to review your billing history and confirm the charge appears in your invoices. - While in the Billing section, check your current plan details to see which plan is active on your account. If your billing history shows a successful payment but your active plan still reflects your old plan, your account has been affected by this issue. 🛠️ How This Gets Resolved When a payment is processed but the plan upgrade does not apply automatically, the account must be manually upgraded by a member of our support team on the backend. However, you can help speed up the process significantly by following these steps before reaching out: 1. Gather your payment confirmation. Locate the payment receipt in your email inbox or check your bank/card statement to confirm the charge amount and date. 2. Do not attempt to pay again. Submitting a second payment for the same upgrade may result in a duplicate charge. Our team will confirm your original payment and apply the correct plan without any additional charge to you. 3. Contact our support team (see below) and share the details listed in the next section. Provide your account email address, the plan you intended to upgrade to, the charge amount and date, and a screenshot or copy of your payment confirmation. Our team can typically verify the payment and apply your plan upgrade within the same conversation — no additional payment is needed. By having your payment details ready before you start the chat, our team can verify and apply your upgrade promptly — often resolving the issue in a single support interaction. 📋 What to Have Ready To help our team resolve this as quickly as possible, please have the following information available when you reach out: - The plan you intended to upgrade to (for example, Growth or Pro) - The amount charged and the approximate date and time of the payment - A screenshot or confirmation of the payment from your email or bank statement - Your account email address 💬 How to Get Help Because this fix requires a manual action on our backend, you will need to contact our support team directly. Once you have gathered the information listed above, reach out via the support chat available inside the platform. Share your payment confirmation details and account email address, and a support agent will manually apply your plan upgrade — typically within the same conversation. To connect with a member of our team, open the chat widget in the bottom-right corner of the platform and type human teammate. If you have any questions or need further assistance, please don't hesitate to reach out — we're happy to help.

Last updated on Oct 26, 2026

⬆️ Upgrade Your Free Trial to Pro Plan

Overview Your Search Atlas free trial gives you access to core platform features, and you can upgrade to the Pro plan at any time during your trial window. Once upgraded, you gain access to Pro-exclusive features. What You Get With a Pro Trial Upgrade As soon as your trial is upgraded to Pro, the following features become available to you: - LLM (Large Language Model) access — available to Pro trial users once the feature is active on your account. - Pro credits — your account is allocated the Pro credit allowance, which you can use across supported tools during the remainder of your trial. - GBP (Google Business Profile) script — the GBP script becomes active on your account, allowing you to test and implement it within the trial period. How to Upgrade Your Trial to Pro You can upgrade your trial to Pro yourself directly in the platform. Click the Avatar Menu (👤) (Avatar Menu (👤), top-right), go to Billing > Plans & Top-ups, and in the Subscription section click Change Plan to select Pro. Since your subscription is still in the trial, the plan switches without charging you, your existing trial end date is preserved, and your quotas are reallocated to the Pro plan immediately. If you have questions or run into issues, our support team is happy to help via the chat widget. GBP Script During the Trial The GBP (Google Business Profile) script is a Pro-exclusive feature. Once your trial is upgraded to Pro, the GBP script becomes active on your account and you can use it during your remaining trial period. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🚀 VIP & Platinum Upgrade Access Not Applied

🔍 Overview After purchasing a VIP and/or Platinum upgrade, some customers find that their account still shows no access to Platinum benefits or that their Hyperdrive Credits (HDC) have not been added. This article explains what to expect, how to verify your credits, and how to get your account corrected quickly. 📊 What You Should Receive After Upgrading Depending on which plan you purchased, the following benefits should be applied to your account: - VIP upgrade: 100 Hyperdrive Credits (HDC) - Platinum upgrade: 200 Hyperdrive Credits (HDC) plus unlimited quota for Platinum access - VIP + Platinum (both): 300 Hyperdrive Credits in total (100 from VIP + 200 from Platinum), plus full Platinum access including prior summit recordings If any of these are missing after your purchase, your account may need a manual adjustment by our billing team. ⚙️ Why This Can Happen In some cases, the checkout process for dual-tier VIP and Platinum upgrades does not automatically apply all benefits to the account. This is a known issue that has been resolved at the platform level, but accounts that completed checkout during the affected window may still require a manual fix to receive their correct credits and access. ✅ Steps to Take If Your Benefits Are Missing 1. Confirm your payment went through. Check your email for a purchase confirmation or receipt. If you were charged, your account is eligible for the full benefits and a correction can be made. 2. Check your current Hyperdrive Credit balance. Log in to your Search Atlas account and review your HDC balance. Compare what you see against the totals listed above to identify exactly what is missing. 3. Check your Platinum access. Attempt to access Platinum resources or prior summit recordings. If you see a prompt to upgrade or receive an access-denied message despite having paid, this confirms the issue needs to be escalated. 4. Contact support immediately. This type of issue cannot be self-resolved — it requires a manual update by our billing team. See the contact instructions below. ⏳ What Happens After You Contact Support Once our team is notified, they will escalate your case to the billing and specialised team. They will: - Manually apply the correct Hyperdrive Credit allocation to your account - Update your Platinum access quota to the unlimited tier - Confirm the total HDC balance once corrections are made Please note that some benefits — such as access to prior summit recordings or any billing adjustments related to additional charges — may take additional time to process while the team coordinates internally. Our support team will keep you updated on the status of each item. 💡 Tips to Speed Up Your Request - Have your purchase receipt or order confirmation ready before contacting support - Note which specific benefits are missing (HDC, Platinum access, recordings, or all three) - Mention the email address associated with your purchase if it differs from your login email 🛠️ Need Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔧 Fix OTTO Site Quota After Upgrade

🔍 Overview After upgrading your subscription to add more OTTO sites, you may find that the platform still shows your old quota — blocking you from activating new sites or prompting you to purchase additional slots you've already paid for. This is a known sync issue between billing and quota management. Follow the self-serve steps below first; if those don't resolve it, our support team can correct it quickly. 🛠️ Step 1: Try These Self-Serve Fixes First Before contacting support, work through the following steps in order — these resolve the majority of quota sync issues on their own: 1. Log out and log back in. Sign out of your Search Atlas account completely, then sign back in. A fresh session forces the platform to re-fetch your current plan limits from the billing system. 2. Hard-refresh your browser. Press Ctrl + Shift + R (Windows/Linux) or Cmd + Shift + R (Mac) to clear any cached page data, then navigate back to the OTTO dashboard. 3. Try an incognito or private window. Open a new incognito/private browser window, log in to Search Atlas, and check whether your OTTO site quota now reflects your upgraded plan. This rules out browser cache or extension conflicts. 4. Verify your payment completed successfully. Go to your billing or account settings and confirm that your upgrade payment was processed and your new plan is shown as active. If the payment is still pending, wait a few minutes and repeat the steps above. 5. Wait up to 5 minutes and refresh again. Billing and quota systems can take a short time to sync after a successful payment. If your payment just completed, wait 5 minutes, log out, and log back in once more. ✅ Step 2: Confirm Your Quota Updated After completing the steps above, navigate to your OTTO dashboard and verify that your site allowance reflects your upgraded plan. If the quota now shows correctly, proceed to add or activate your OTTO site as expected. 🆘 Step 3: Contact Support If the Issue Persists If your quota still has not updated after completing all the steps above, the quota may need to be corrected manually on the back end. This can happen with certain plan upgrades, add-on purchases, top-up activations, or legacy billing migrations. To get this fixed, please reach out to our support team via the in-platform chat. When you contact us, please include: - Confirmation that you completed the self-serve steps above - The date and type of upgrade or purchase you made - A screenshot of your current OTTO quota and your billing/plan page Our team will verify your billing record and correct the quota on your account. 💡 Why Does This Happen? Quota mismatches after upgrades can occur for a few reasons: - A delay or error in syncing your new plan limits after payment is processed. - Add-on or top-up purchases not being reflected immediately in your quota. - Account migrations between billing systems that affect how site limits are calculated. Our engineering team is actively working to prevent these sync issues from occurring automatically.

Last updated on Oct 26, 2026

🔄 Recurring vs One-Time Token Purchases Explained

🧐 What Are Tokens in Search Atlas? Tokens are the credits used to power AI-driven features inside Search Atlas, such as content generation, keyword research, and other automation tools. You can acquire tokens in two ways: through your subscription plan quota (which renews automatically each billing cycle) or through token top-ups purchased separately. 🔁 What Is a Recurring Token Top-Up? When you purchase a token top-up, the default setting is recurring. This means the same top-up package will be charged automatically on your next billing date — every month — until you cancel it. Recurring top-ups are designed for customers who consistently need extra tokens beyond their plan quota and want uninterrupted access without repurchasing each month. - Recurring top-ups renew on the same date as your main subscription billing cycle. - You will see the charge on your invoice alongside your plan subscription fee. - Recurring top-ups can be cancelled at any time before the next renewal date. 💳 What Is a One-Time Token Top-Up? A one-time token top-up is a single, non-recurring purchase. You are charged once, your token balance is credited immediately, and no future automatic charges are applied for that top-up. This option is ideal if you have a short-term project or an occasional spike in token usage. 📅 How to Check Whether Your Top-Up Is Recurring or One-Time 1. Log in to your Search Atlas account. 2. Click your Avatar (top-right) and select Billing. 3. Locate the Plans & Top-ups section (Top Up / Add-on buttons). 4. Any active recurring top-up will display a renewal date and a Cancel option next to it. 5. One-time purchases will appear only in your invoice history with no renewal date shown. 🛒 How to Purchase Tokens as a One-Time Purchase Only Follow these steps to make sure you are buying tokens without enabling a recurring charge: 1. Go to Avatar (top-right) > Billing > Plans & Top-ups (Top Up / Add-on buttons). 2. Select the token package you want (for example, 2,000 tokens). 3. Before confirming, look for the billing frequency toggle or checkbox. Select One-Time instead of Monthly / Recurring. 4. Review the order summary to confirm it shows a one-time charge with no renewal date. 5. Click Confirm Purchase. Your tokens will be credited to your account immediately. Important: If you do not see a one-time option during checkout, or if you are unsure which option is selected, do not complete the purchase. Reach out via the chat widget first to confirm the correct purchase flow for your account. ⚠️ What If My Top-Up Is Already Set to Recurring? If you purchased top-ups on specific dates (for example, August 4th and 5th) and you are concerned they are set to recur, take these steps right away: 1. Go to Avatar (top-right) > Billing > Plans & Top-ups and review your active add-ons. 2. If a recurring top-up is listed, click Cancel next to it to prevent the next automatic charge. 3. Cancelling stops future renewals but does not remove tokens already credited to your account. 4. If you need to request a refund for an unintended recurring charge, contact our support team via the chat widget. 📊 When Does My Plan Quota Renew? Your base token quota — the tokens included with your Search Atlas subscription plan — renews automatically on your monthly billing date. Any unused quota tokens do not roll over to the next month. Token top-up balances (both one-time and recurring) are separate from your plan quota and are consumed after your plan quota is depleted. - Plan quota renewal date = your monthly subscription billing date. - Recurring top-up renewal date = same as your billing date. - One-time top-up tokens remain in your balance until fully used; they do not expire on a monthly cycle. 💡 Quick Reference Summary - Recurring top-up: Charged every month automatically until cancelled. - One-time top-up: Charged once, no future automatic charges. - Plan quota: Resets each billing cycle; unused tokens do not carry over. - Top-up tokens: Deducted after plan quota is used; one-time top-ups persist until spent. 🛠️ Need More Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔄 OTTO Quota Release After Deep Freeze Timeline

🧊 What Is Deep Freeze and How Does It Affect Your OTTO Quota? OTTO can be activated on a limited number of websites based on your current plan. When you activate Deep Freeze on an OTTO-managed site, OTTO pauses all automated optimizations on that site — but the site still occupies one of your OTTO quota slots until the release process completes. This means that simply enabling Deep Freeze does not immediately free up a slot for a new site. The slot stays occupied for a 14-day period before the quota is released. ⏱️ How Long Does the Quota Release Take? When a site is placed in Deep Freeze, its OTTO quota slot is held for 14 days. The 14-day period starts on the date Deep Freeze is activated. When it ends, the slot is released and you can activate OTTO on a new site. Until the slot is released, you will not be able to activate OTTO on a new site if you are already at your plan limit. If your slot has not been released after the 14 days, contact support using the details below. ✅ What to Have Ready When You Contact Support If your quota slot has not been released after activating Deep Freeze and you need to know the expected timeline or request manual confirmation, please have the following ready before reaching out: - The name or URL of the site on which you activated Deep Freeze - The approximate date and time you activated Deep Freeze - Your current plan and the number of OTTO slots it includes - A description of what you see in your account (e.g., whether the slot still shows as occupied) If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

💳 Annual Plan Charged Monthly Too — What to Do

🔍 What Is Happening Some customers who purchased an annual Search Atlas plan have noticed an additional recurring monthly charge appearing on their payment method. This can happen when a monthly top-up or add-on is attached to your account alongside your annual base plan, or when a billing configuration issue causes both charge types to run simultaneously. A known issue previously caused annual plan accounts to display the annual renewal date where the monthly top-up renewal date should appear, making it harder to spot the overlap. This display bug has been resolved, and your billing dashboard now shows the correct dates for each charge type. ⚙️ Common Reasons for Dual Billing - Monthly add-on or top-up active: You subscribed to a monthly quota top-up on top of your annual plan. These are billed separately each month. - Misconfigured account: In some cases, accounts were set up with an incorrect plan configuration — for example, a trial flag left active, an incorrect base plan price, or an add-on charge applied in error. - Two separate subscriptions: A monthly plan was not cancelled before or after the annual plan was purchased, leaving both active at the same time. 📋 How to Check Your Current Subscriptions 1. Log in to your Search Atlas account. 2. Click your Avatar Menu (👤) in the top-right corner and select Billing or Subscription. 3. Review all active plans listed. Look for both an annual plan entry and any monthly charge entries. 4. Check the renewal dates shown. Your annual plan will display a date roughly 12 months from purchase; any monthly top-up will show a date within the next 30 days. 5. If you see a monthly charge you did not intentionally add, note the amount and the charge description before contacting support. 🛠️ How to Stop Unwanted Monthly Charges If you purchased an annual plan and are being billed monthly without intending to subscribe to a top-up or add-on, our team needs to review and correct your account configuration. This is not something you can fully resolve through self-service because it may involve a backend billing correction. Do not cancel your annual plan in an attempt to stop the monthly charge — this could interrupt your service and create further billing complications. Instead, follow these steps: 1. Gather the following information before reaching out: your registered email address, the date of your annual plan purchase, the amount of the unexpected monthly charge, and any transaction IDs from your payment receipts. 2. Contact our support team directly via the live chat widget (see below) so we can audit your account, stop the incorrect charge, and issue any applicable refund. 💰 Will I Receive a Refund for Incorrect Charges If our team confirms that monthly charges were applied to your account in error — for example, due to a misconfigured plan setup — we will work with you to reverse the incorrect charges and correct your subscription going forward. Refund eligibility and processing time will be confirmed by our billing team during your support conversation. ✅ What a Correctly Configured Annual Plan Looks Like - One annual subscription line item reflecting your full yearly price. - A renewal date approximately 12 months from your original purchase date. - No additional recurring monthly base-plan charge unless you intentionally added a monthly quota top-up. - If a monthly top-up is present and intended, it should display its own separate monthly renewal date — not your annual plan renewal date. 🆘 Still Seeing Unexpected Charges If you have reviewed your billing dashboard and are still unsure why a monthly charge is appearing, or if you were billed monthly in addition to your annual plan purchase and need it corrected, please reach out right away. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. Additional Notes Take a screenshot of the billing page and any charge amounts you want to dispute — this speeds up the correction process. Also: 'What a Correct Annual Plan Looks Like' section (plan label clearly marked as Annual) helps customers verify their setup is fixed.

Last updated on Oct 26, 2026

💡 Understanding Credit Rollover and Subscription Renewal

🔍 Overview Search Atlas uses a credit-based system to power features like content generation, keyword research, and AI-assisted tools. Understanding which credits roll over at the end of your billing cycle — and which do not — helps you plan your usage and avoid losing credits unexpectedly. 💡 Which Credits Roll Over? AI Credits do not roll over. Any unused AI Credits at the end of your billing cycle expire and are not carried forward to the next cycle. Your AI Credit balance resets to your plan's monthly allotment when your subscription renews. This means that any credits remaining at the end of a cycle will be replaced — not added to — your new monthly allotment when the cycle resets. Because AI Credits reset each cycle, it is important to use them before your renewal date rather than saving them in anticipation of a future project. 📅 How Subscription Renewal Timing Affects Your Credits Your subscription renews on the same date each month (or year, if you are on an annual plan). At the moment of renewal, your AI Credit balance is reset to your plan's included amount. Any credits remaining from the previous cycle are removed at that point. For example, if your subscription originally activated on the 15th of the month, your credits will reset on the 15th of each subsequent month. ⚙️ How to Check Your Current Credit Balance and Renewal Date 1. Log in to your Search Atlas account. 2. Navigate to your account settings within the platform. 3. Look for the billing or subscription area to view your current AI Credit balance and your next renewal date. 4. Review your renewal date and remaining credits regularly so you can plan your usage accordingly. 📊 Quick Reference: Credit Rollover Summary - AI Credits: Do not roll over — unused credits expire at the end of each billing cycle. - Credit reset: Your balance resets to your plan's monthly allotment at renewal. - Renewal date: The same calendar date each month (or year) as your original subscription activation. - Best practice: Use credits before your renewal date — saving them will not increase your balance in the next cycle. 🛠️ Tips to Make the Most of Your Credits - Monitor your credit balance regularly so you are not caught off guard near renewal. - Schedule credit-heavy tasks (such as bulk content generation or large-scale audits) earlier in your billing cycle rather than the day before renewal. - If you consistently run out of credits before your renewal date, consider reviewing your plan options to ensure your allotment matches your usage needs. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🚀 Activate Your STARTER Plan Before Trial Ends

🔍 What This Article Covers If your trial is about to expire and you want to pay upfront to activate the STARTER plan — but the billing page is still enforcing trial restrictions or not showing an upgrade option — this article explains why that happens and what steps you can take right now. ⚙️ Why This Happens Search Atlas trials are governed by eligibility rules that control when a plan transition can be self-served. In some cases, the billing page does not yet surface a direct upgrade path while a trial is still technically active, even if only one day remains. This means the system may continue to apply trial-level restrictions — including blocking access to add-ons like citations — until the trial officially ends or until the transition is handled manually. This is a known limitation. Our engineering team has shipped improvements to the trial-to-paid conversion flow, but if you are hitting this issue right now, the fastest and most reliable fix is to contact support so an agent can manually activate your STARTER plan immediately. ✅ Self-Serve Step to Try First 1. Go to your Billing settings. Navigate to Avatar Menu (👤) → Billing → Plans & Top-ups in your Search Atlas account. Look for a Change Plan button. If it is available, click it, select the STARTER plan, and complete checkout with your payment method on file. 2. Refresh and retry after a few minutes. Occasionally the billing page reflects a cached trial state. Log out, clear your browser cache, log back in, and attempt the upgrade again from Avatar Menu (👤) → Billing → Plans & Top-ups. 🙋 If the Billing Page Does Not Let You Upgrade — Contact Support for Manual Activation If the billing page does not surface an upgrade option or the upgrade does not complete successfully, a support agent can manually activate your STARTER plan in under a few minutes. This is the primary resolution for this issue. Here is how to reach them: 1. Do not wait for the trial to expire on its own. If you need access to paid features — such as purchasing citations — before your trial ends, reach out to support as soon as possible. 2. Contact our support team directly. Reach out through any available support channel and let them know you need your STARTER plan manually activated before your trial ends. 3. Have your payment details ready. The agent will need to verify the payment method on file (for example, the last 4 digits of your card) and will then manually trigger the transition from your trial to the paid STARTER plan on the backend.

Last updated on Oct 26, 2026

🔄 Fix Change Plan Button and Trial Issues

🔍 Overview Some customers experience two related issues when changing their Search Atlas subscription plan: the Change Plan button keeps spinning without completing the action, or a plan downgrade unexpectedly ends an active free trial early. This article explains why these issues occur and the steps you can take right now to resolve them. ⚠️ Issue 1: The Change Plan Button Keeps Spinning If you click the Change Plan button and it spins indefinitely without confirming your change, this is typically caused by one of the following: - A temporary browser or session conflict - A slow or interrupted network connection - A cached page state that is out of sync with your account Follow these steps to resolve the issue: 1. Do not click the button multiple times. Multiple clicks can queue duplicate requests and make the problem worse. 2. Hard-refresh the page. Press Ctrl + Shift + R on Windows or Cmd + Shift + R on Mac to reload without cache. 3. Check your current plan. Before retrying, go to your billing or account settings to confirm whether the plan change was actually processed despite the spinner. 4. Try a different browser. If the spinner persists, open Search Atlas in a fresh browser window or an incognito/private tab and attempt the change again. 5. Clear your browser cache and cookies for the Search Atlas domain, then log back in and retry. If none of the above steps resolve the spinning button, contact our support team immediately so we can process the change manually and ensure no duplicate charges occur. 💳 Issue 2: Free Trial Ended After Downgrading Your Plan If you switched plans during an active 7-day free trial and believe you were charged or lost your remaining trial days, please reach out so we can review your account. Switching plans in the dashboard during the trial should keep your original trial end date, with billing starting only when the trial ends. Here is what you should know: - You are entitled to the full 7-day free trial regardless of which plan you choose during that period. - Any charges applied during an active trial period due to this issue are eligible for review and correction. - Our team can restore your remaining trial days or issue an appropriate adjustment to your account. To get this corrected, reach out to our support team as described in the Next Steps section below. Please have the following information ready to speed up the resolution: - The date you started your free trial - The plan you downgraded from and the plan you downgraded to - Any charge amounts and dates visible in your billing history 🛠️ How to Check Your Current Plan and Billing Status Before contacting support, take a moment to verify your account status: 1. Log in to your Search Atlas dashboard. 2. Click your account name or avatar in the top-right corner. 3. Select Billing or Subscription from the dropdown menu. 4. Review your current plan, next billing date, and any recent charges. 5. Take a screenshot of this page to share with the support team if needed. ✅ What to Expect After Resolution Once our team has reviewed your case, you can expect one or more of the following outcomes: - Your remaining trial days restored to your account - A credit or refund applied for any charge made during the trial period - Confirmation that your plan change has been correctly processed - A success notification on your dashboard confirming the free plan switch if applicable 💬 Contact Support If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔄 Annual Plan Monthly Quota Resets Explained

Overview If you are on an annual plan and believe your monthly quotas did not reset correctly, this article explains what to do so our team can investigate and make things right. How Monthly Quota Resets Work on Annual Plans Annual plans include monthly quota resets that occur on a recurring cycle tied to your plan. If your quotas do not appear to have reset as expected, this is something our support team can look into and correct on your account where appropriate. What to Do If Your Quotas Seem Incorrect If you believe one or more monthly quota resets did not occur correctly on your annual plan, please take the following steps: 1. Check your current usage and quota totals inside your account to confirm what is currently showing versus what you expected after a reset. 2. Note the specific month or months where you believe a reset was missed, along with your plan name and approximate renewal or cycle date. 3. Compare your expected monthly quota amount (as stated in your plan) to what is currently available — if the numbers do not match, this confirms a reset may have been skipped. 4. Gather any confirmation emails or plan documents that state your monthly quota entitlement so our team can cross-reference them against your account history. 5. Contact our support team with this information so we can investigate your account's reset history and, where appropriate, apply compensation for any missed quota cycles. If You Believe Credits Were Genuinely Missing Our team can review your account and issue a remedy for any quota resets that did not occur as expected on your annual plan. To get help, start a chat using the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team — please include the affected month(s) and your expected quota amount so we can resolve this as quickly as possible.

Last updated on Oct 26, 2026

🔄 Quota Not Renewing on Expected Date

🔍 Overview Your monthly quotas — used for tracking client websites and running SEO tools — are designed to refresh automatically each billing cycle. If your quota is fully used up and the renewal date has passed without a reset, a payment processing issue may be the cause. This article explains why this happens and what steps to take. ⚙️ Why Quota Renewal Can Be Delayed Monthly quotas renew when a successful payment is processed for your subscription. If payment is not collected on your expected renewal date — for example, if your card was not charged — the quota reset will not trigger automatically. This means your tools will remain at zero until the billing issue is resolved. Common reasons payment may not process on time include: - An expired or outdated payment method on your account - A card authorization that was not completed - A billing processing delay on the platform side 🛠️ What You Can Do Right Now 1. Check your billing information. Go to the top-right corner of the platform, click your avatar, then navigate to Billing → Plans & Top-ups. Review your current plan status and confirm that a valid payment method is on file. 2. Verify your payment method. In the same Billing → Plans & Top-ups section, use the Add Payment Method option if your card is missing, expired, or needs to be updated. 3. Review recent billing activity. Navigate to Billing → Invoices and Billing → Activity Log to check whether a charge was successfully processed for the current cycle. If no invoice exists for this period, payment was likely not collected. 4. Contact support to trigger the renewal. If your payment details are correct but your quota still has not renewed, the Billing and Accounts team can manually process the charge and trigger the reset. Open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. Have your payment details ready so the team can authorize and process the charge promptly. ✅ What Happens After the Issue Is Resolved Once the billing team processes the payment successfully, your monthly quota will be renewed. You will then be able to resume tracking client websites and using your tools without interruption. You can confirm the renewal by checking your quota status in the relevant section of the platform. 💡 Tips to Prevent This in the Future - Keep your payment method up to date in Billing → Plans & Top-ups to avoid missed charges. - Monitor your Billing → Activity Log around your expected renewal date each month to confirm a charge was processed. - If you notice your quota is exhausted earlier than expected, check whether a top-up or plan change may better suit your usage needs. 🙋 Still Need Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🏷️ How to Use Annual Billing Promo Code

🎯 What Is the Annual Billing Promo? Search Atlas periodically offers a 25% discount on annual plans through a promotional code. The current promo code is ANNUAL25. This code applies to new annual plan signups and gives you 25% off your first year when you pay annually instead of monthly. ✅ Who Can Use ANNUAL25? - New customers signing up for a Search Atlas plan for the first time. - Existing monthly subscribers who want to switch to an annual plan. - Returning users starting a new plan after a previous subscription ended. If you are already on an active annual plan, the code may not apply to your current subscription. See the section below for guidance. 🛒 How to Apply the Promo Code at Checkout 1. Go to the Search Atlas pricing or checkout page. 2. Select the plan you want and choose annual billing as your payment frequency. 3. At the checkout screen, locate the promo code or coupon code field. 4. Enter ANNUAL25 exactly as shown (all caps, no spaces). 5. Click Apply — you should see the 25% discount reflected in your order total before completing payment. 6. Complete your purchase and check your email for a confirmation receipt. 💡 Tips for a Smooth Checkout - Make sure you select annual billing before entering the code — the discount only applies to annual plans, not monthly. - The promo code field is case-sensitive: always enter ANNUAL25 in uppercase. - If the discount does not appear after clicking Apply, clear your browser cache or try a different browser and re-enter the code. - Only one promo code can be applied per order. ⚠️ Already on an Annual Plan? If you are currently on an active annual plan and want to take advantage of this promotion, your options may be limited by your current billing cycle. The ANNUAL25 code is designed for new annual plan purchases. Applying it to an existing active annual subscription is not supported at checkout. If you believe you should qualify for the discount based on a special offer you received, please reach out through the chat widget so our team can review your account and assist you directly. 🔄 Switching From Monthly to Annual If you are on a monthly plan and want to switch to annual billing to use the promo code, follow these steps: 1. Log in to your Search Atlas account. 2. Click your Avatar (top-right) and select Billing → Plans & Top-ups (Redeem Promo Code). 3. Choose the option to change your billing frequency to annual. 4. Proceed to checkout and apply ANNUAL25 in the promo code field. 5. Confirm the updated plan and discounted price before completing payment. ❓ Frequently Asked Questions - Does ANNUAL25 expire? Promotional codes are time-limited and tied to specific offers. Use it as soon as possible to ensure it is still active. - Can I use ANNUAL25 on any plan tier? Yes — the code applies across eligible annual plan tiers. The 25% discount is calculated on the standard annual price of whichever plan you select. - Will I be charged monthly after the first year? Your subscription renews annually. You will be notified before renewal so you can review your plan. - What if the code says it is invalid? Double-check that you selected annual (not monthly) billing, and that the code is entered in all caps. If it still does not work, contact support via the chat widget. 🛠️ Need Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔄 Transfer Hyperdrive Credits to Correct Account

📋 Issue Overview If you purchased a VIP plan or Hyperdrive credits using a different email than your main Search Atlas account, the credits may be applied to a trial account instead of your paid subscription. This commonly happens when signing up with a personal email rather than your organization email. ✅ Resolution Steps Our support team can transfer Hyperdrive credits and quotas to the correct account. Here is the process based on a recent successful resolution: 1. Identify the email address used for the incorrect purchase (e.g., personal email). 2. Identify the correct Search Atlas account email where credits should be applied. 3. Open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. 4. Provide both email addresses and request a transfer of Hyperdrive credits and quotas to the correct account. 5. The support team will escalate to the Higher Tier team to process the transfer. 6. Once completed, verify the credits and quotas appear in your correct account. 🔍 Verification After the transfer, log in to your correct Search Atlas account and check your Hyperdrive credit balance and quota limits to confirm the update. In a recent case, the customer confirmed: "I can see the updates in the quota and HDC." 🛡️ Prevention Tips - Always use your primary Search Atlas account email when purchasing VIP plans or Hyperdrive credits. - Double-check the email address at checkout before completing payment. - If managing multiple emails, ensure your billing and account emails are aligned in your profile settings. 💬 Need Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔄 Otto Credits Top-Up Not Processing — Fix It

🧭 Overview If you topped up Otto credits before your renewal date but the transaction did not complete or your credit balance did not update, a browser cache conflict is most likely the cause. This is a known issue that can prevent the top-up page from loading fresh session data, causing the transaction to fail silently. The steps below walk you through clearing your cache and completing the top-up successfully. ⚠️ Signs You Are Affected - You attempted a top-up but your Otto credit balance did not increase. - The top-up page appeared to load correctly but the transaction never confirmed. - You were charged or saw a pending charge, but credits were not applied. - Refreshing the page shows the same credit balance as before the top-up attempt. 🛠️ Step 1 — Clear Your Browser Cache Start by clearing cached data in your browser. Choose the instructions that match your browser below. Google Chrome 1. Press Ctrl + Shift + Delete (Windows) or Cmd + Shift + Delete (Mac). 2. Set the time range to All time. 3. Check Cached images and files and Cookies and other site data. 4. Click Clear data. Mozilla Firefox 1. Press Ctrl + Shift + Delete (Windows) or Cmd + Shift + Delete (Mac). 2. Set the time range to Everything. 3. Check Cache and Cookies and Site Data. 4. Click Clear Now. Microsoft Edge 1. Press Ctrl + Shift + Delete (Windows) or Cmd + Shift + Delete (Mac). 2. Set the time range to All time. 3. Check Cached images and files and Cookies and other site data. 4. Click Clear now. Safari (Mac) 1. In the top menu, click Safari → Settings → Advanced. 2. Enable Show features for web developers. 3. From the top menu, click Develop → Empty Caches. 🔄 Step 2 — Retry the Otto Credits Top-Up 1. Close all Search Atlas browser tabs completely. 2. Open a fresh browser window and log back in to Search Atlas. 3. In the left sidebar, click OTTO SEO → SEO Automation (URL: /seo-automation-v3). 4. Navigate to your Otto credits section and initiate a new top-up. 5. Complete the transaction and confirm your updated credit balance on screen. ✅ Step 3 — Confirm the Top-Up Was Applied After completing the top-up, verify the following before closing the page: - A confirmation message or receipt is displayed on screen. - Your Otto credits balance reflects the new amount immediately. - No error messages appear after submitting payment. If the balance still does not update after 2–3 minutes, perform a hard refresh by pressing Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to force the page to reload without cached data. 🕵️ Try a Private or Incognito Window If clearing your cache does not resolve the issue, try completing the top-up in a private or incognito window. This bypasses all stored cache and cookies without requiring you to clear them permanently. - Chrome / Edge: Press Ctrl + Shift + N (Windows) or Cmd + Shift + N (Mac). - Firefox: Press Ctrl + Shift + P (Windows) or Cmd + Shift + P (Mac). - Safari: Click File → New Private Window. Log in to Search Atlas in the private window and attempt the top-up again. If it succeeds here, the issue is confirmed to be cache-related and the steps in Step 1 above will resolve it for your regular browser session. 💳 If You Were Charged but Credits Were Not Applied If you see a charge on your payment method but your Otto credit balance was not updated, do not attempt the top-up again before contacting support. Our team can verify the transaction and apply the credits manually to avoid a duplicate charge. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

👥 Managing User Seats and Upgrading Your Plan

🪑 Understanding User Seat Limits Every Search Atlas plan includes a set number of user seats — the maximum number of active members you can have in your account at one time. The number of seats available to you depends on your current subscription plan. If your plan has changed — for example, after a trial period ended, a plan was downgraded, or a promotion expired — your seat limit may be lower than it was before. If you previously had more active members than your current plan allows, you will not be able to add new members until either the number of active users falls below your plan's limit or you upgrade to a plan with more seats. 🔍 Why Your Available Seats May Have Decreased There are a few common reasons why the number of seats available to you may have changed: - Plan downgrade: If your subscription was changed to a lower-tier plan, that plan may include fewer user seats. - Trial or promotional period ended: Some trials or promotions temporarily grant additional seats that revert when the period concludes. - Billing issue: A failed payment can trigger an automatic plan adjustment that reduces your seat count. - Plan restructuring: Occasionally, plan features are updated and seat allocations may change accordingly. Check your current plan details in your account settings to confirm how many seats are included. 📋 How to Check Your Current Seat Usage 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner (Avatar Menu (👤)). 3. Select Team Members to see a list of all active members. 4. Compare the number of active members against the seat limit shown for your current plan. If your active member count equals your plan's seat limit, you will need to either remove an existing member or upgrade your plan before adding new ones. ➕ How to Add Members When You've Reached Your Seat Limit If you have reached your seat limit and need to add more team members, you have two options: - Remove an inactive member: If there are members who no longer need access, you can remove them from the Team Members settings page to free up a seat. Click your avatar in the top-right corner and go to Settings → Team Members, locate the user, and select Remove. - Upgrade your plan: To add more members without removing existing ones, upgrade to a plan that includes a higher seat limit. See the section below for how to do this. 🚀 How to Upgrade Your Plan for More Seats 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner and select Billing. 3. Open the Plans & Top-ups tab (Billing). 4. Review the available plans and compare their included seat counts. 5. Select the plan that meets your team size needs and follow the on-screen prompts to complete the upgrade. Once your plan upgrade is confirmed, your new seat limit will be applied immediately and you can begin inviting additional team members right away. 📨 How to Invite New Team Members 1. Click your avatar in the top-right corner and go to Settings → Team Members. 2. Click Add member. 3. Enter the email address of the person you want to invite. 4. Assign an appropriate role (e.g., Admin, Editor, Viewer). 5. Click Send Invite. The invitee will receive an email with instructions to join your workspace. Repeat this process for each additional member you need to add, up to your plan's seat limit. 💡 Tips to Manage Your Team Efficiently - Regularly audit your Team Members list and remove users who no longer need access to keep seats available. - Assign roles carefully — not every collaborator needs Admin-level access. - If you manage multiple clients or projects, consider whether a higher-tier plan with more seats would be more cost-effective long term. 🛠️ Need Further Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔄 Transfer Summit VIP and Platinum Purchases Between Accounts

📋 Issue Overview If you purchased Summit VIP or Platinum upgrades under the wrong email address, the access, credits, and community membership will be tied to that account instead of your primary one. This commonly happens when using a secondary or business email during checkout. ✅ Resolution Steps Contact the Search Atlas team to have the purchase transferred. A support agent will verify both accounts and move the VIP and Platinum benefits, including any unlimited credits and community access, to your primary account. The incorrect account's purchase will be canceled. 1. Open the chat widget in the bottom-right corner of the platform and type human teammate to connect with support. 2. Provide both email addresses: the one used for the incorrect purchase and your primary account email. 3. Confirm you want the VIP and Platinum benefits transferred, including any associated credits and community access. 4. The agent will process the transfer on the backend and cancel the purchase on the wrong account. 5. You will receive confirmation once the benefits appear on your primary account. 🔍 Verify the Fix After the agent confirms the transfer, log in to your primary account and check that Summit VIP and Platinum access, credits, and community features are active. 🛡️ Prevention Tips Always use your primary account email during checkout for Summit upgrades. If you manage multiple emails, double-check the email field before completing payment. 💬 Need Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🛠️ Fix Agency Upgrade After Deprecated Add-On

🔍 What Happened to Your Sites and AI Credits? If your account previously included an add-on package (such as extra sites or AI credits) that has since been deprecated, our system may have removed those add-on entitlements when the package was retired. In some cases, this caused accounts to appear as though they had fewer sites or credits than expected — even if you were still being charged at the same rate. This is a known issue and our engineering team has been actively working on fixes. This article explains what happened, what you should expect, and how to get your account corrected quickly. ⚠️ Why Your Entitlements May Have Changed When a legacy add-on is deprecated, our billing system is supposed to automatically migrate affected accounts to a comparable plan — such as the Agency plan — that covers the same number of sites and credits. In some cases, this migration did not complete correctly, which meant: - Sites were removed from your account without a matching plan upgrade. - AI credits were reduced below your previous allocation. - Your billing amount did not change, so you were paying the same or more for fewer features. - Your account was not automatically moved to the Agency plan as intended. We understand how frustrating it is to lose access to resources you are paying for. These outcomes were unintended and are being resolved on a per-account basis. 📊 What You Should Be Getting on the Agency Plan The Agency plan is the intended destination for customers who previously held a Pro plan plus a multi-site or credit add-on package. Here is what the Agency plan includes compared to a typical deprecated add-on configuration: - Sites: The Agency plan supports significantly more managed sites than the base Pro plan with a small add-on. - AI Credits: The Agency plan includes a higher monthly AI credit allocation that covers the volume previously provided by your add-on. - OTTO SEO: Full OTTO entitlements are included — note that a separate bug affecting OTTO Google Ads entitlements on in-place upgrades has already been resolved. - Pricing: Your upgrade to the Agency plan should reflect any existing discounts on your account. A known issue where annual upgrade discounts were not carried forward has been flagged for resolution. 🚀 How to Get Your Account Corrected Because these issues affect billing and provisioning at the account level, our support team needs to review and manually correct your account. Follow these steps: 1. Open the live chat widget in the bottom-right corner of the platform. 2. Type human teammate to be connected with a member of our team. 3. Share the following information to speed up the resolution: - Your account email address. - The number of sites and AI credits you had before the deprecation. - Your current billing amount and the date it was last changed. - Any screenshots or billing receipts you have available. 4. Our team will verify your previous entitlements, correct your plan to Agency, and ensure your billing accurately reflects the value you are receiving. 💡 Will I Be Charged More After Moving to the Agency Plan? You should not pay more for the Agency plan than you were paying for your previous Pro plus add-on combination. If your account qualifies for a discount that was active on your previous plan, our team will ensure that discount is honoured on the Agency plan. Please flag this explicitly when you contact support so it can be reviewed alongside your plan correction. ⏱️ How Long Will the Fix Take? Most account corrections are completed within one business day once our support team has verified your details. If your case involves a billing adjustment or credit, it may take a short additional time to process through our billing system. Our team will keep you updated throughout. 🛡️ Preventing This From Happening Again Our engineering team has shipped several fixes related to this issue, including corrections to how plan upgrades provision entitlements and how quota top-ups are applied during multi-step upgrades. We are also reviewing plan tier validation to ensure accounts are correctly provisioned going forward. If you notice any discrepancy between what your plan shows and what you are being billed, please contact support immediately so we can investigate. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

⬆️ Upgrade Your Plan, Billing & OTTO Sites Costs

🗺️ Overview This article walks you through upgrading from the Growth plan to the Pro plan, choosing between monthly and annual billing, and understanding how additional OTTO Sites are priced under each billing option. 📋 Pro Plan Billing Options The Pro plan is available on both monthly and annual billing cycles. Annual billing typically offers a lower effective monthly cost compared to month-to-month billing. To see the exact, always-current pricing for each option before you commit, visit the Plans page directly inside your account: go to the top-right corner (avatar) → Billing → Plans & Top-ups tab (Billing). The full cost breakdown for both monthly and annual cycles is displayed there before you confirm any changes. ⬆️ How to Upgrade from Growth to Pro 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner, select Billing, then open the Plans & Top-ups tab. 3. Locate the Pro plan and select the option to upgrade. 4. Choose your preferred billing frequency — monthly or annual — before confirming. 5. Review the order summary, which will display the full cost for your chosen plan and billing cycle. 6. Confirm your payment details and complete the upgrade. Note: The Plans page always reflects live pricing, so the figures shown at checkout are the most accurate and up-to-date available. 🤖 OTTO Sites Pricing — What You Need to Know OTTO Sites are additional site activations for the OTTO SEO automation feature. Each OTTO Site allows you to run automated SEO optimisations on one connected website. The number of OTTO Sites included with the Pro plan and the per-site cost for additional activations are listed on the Plans & Top-ups tab (top-right corner avatar → Billing → Plans & Top-ups). Because pricing can be updated periodically, checking the Plans page directly ensures you see the figures that apply to your account at the time of upgrade. The per-site cost for additional OTTO Sites will also be shown in your order summary before you confirm any purchase, so there are no surprises at checkout. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔧 Reduce OTTO Sites and Adjust Your Billing

🧾 Understanding OTTO Sites and Top-Ups Your base Search Atlas plan includes a set number of OTTO sites. If you need more sites than your plan allows, you can purchase top-ups — each top-up adds one additional active OTTO site to your account. For example, if your base plan includes 5 OTTO sites and you purchased 2 top-ups, your total is 7 active sites. If you are only using 6, you are paying for one top-up you do not need. Removing that top-up will reduce your billing accordingly. ✅ Before You Start: Check Your Active Sites Before requesting a top-up removal, confirm how many OTTO sites are currently active on your account so you do not accidentally reduce below your actual usage. 1. Navigate to the OTTO or OTTO SEO section of the platform. 2. Review the list of sites that have OTTO activated. Count only the sites with an active OTTO status. 3. Make a note of this number — this is the minimum number of sites your plan must support after the adjustment. 🛠️ How to Remove an OTTO Site Top-Up Reducing your OTTO site top-ups and adjusting your billing plan requires assistance from our support team. This is not currently available as a fully self-service action. To get this resolved, have the following information ready before reaching out: - The name of your project or account as it appears in Search Atlas. - The number of OTTO sites currently active (from your count above). - The number of top-ups you want to remove and the resulting total you want to keep. Once you contact support with these details, our team can reduce your OTTO site count and adjust your billing plan accordingly. 📊 How Top-Ups Map to Extra Sites The table below explains how top-ups translate to additional OTTO sites above your base plan allowance: - 0 top-ups: You use only the sites included in your base plan. - 1 top-up: 1 extra site beyond your base plan allowance. - 2 top-ups: 2 extra sites beyond your base plan allowance. Each top-up is billed individually, so removing one top-up reduces your bill by the per-top-up rate. Always ensure the number of active top-ups is equal to or greater than the number of sites that exceed your base plan limit — otherwise, OTTO may be deactivated on one or more sites. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔄 Fix Hyperdrive Credits Not Matching Your Plan

📋 Recurring vs. One-Time Credits Your Hyperdrive Credits (HDC) come in two types: - Recurring credits reset every month on your billing cycle date. You see them as a usage counter (for example, 0/60 used). - One-time top-up credits are purchased or granted separately and do not reset. They remain until you use them. The Billing dashboard shows the HyperDrive Credits total as one combined number (plan/recurring credits plus purchased credits), even though the system tracks the two buckets separately, so the total can look higher than your plan's monthly recurring amount. 🔍 Verify Your Plan Allowance 1. Open your account billing or subscription page. 2. Locate the line that lists your plan's monthly Hyperdrive Credits (for example, PRO = 100 HDC/month). 3. Compare that number with the recurring credit counter shown in the Hyperdrive section (e.g., 0/60 used). ⚠️ If the Recurring Counter Is Lower Than Expected When the recurring counter shows fewer credits than your plan promises (e.g., 60 instead of 100), it is usually a display or provisioning issue that the billing team must correct. 1. Open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. 2. Tell the agent: "My recurring Hyperdrive Credits show [X] but my [Plan Name] plan should provide [Y] per month." 3. The agent will verify the discrepancy, escalate to billing if needed, and apply any missing credits as a one-time correction. 🧾 What Happens After You Report It The billing team investigates the provisioning gap. In a recent case they issued a one-time grant of 50 HDC to cover the shortfall while the root cause was fixed. You will receive a confirmation once the adjustment is applied. 🛠️ Known Display Improvements The HyperDrive Credits total shown in Billing is one combined number (plan/recurring credits plus purchased credits), even though the system tracks the two buckets separately. Further backend/frontend alignment work is in progress to prevent future mismatches.

Last updated on Oct 26, 2026

🔄 Restore Promotional OTTO Site Quota

📋 Understand the Promotion Issue Some customers received a December 2025 promotion granting 5 OTTO sites for life, but the account dashboard may show only 4 OTTOs. This happens when a system migration or quota recalculation temporarily overrides the promotional allowance. The promotion itself remains valid; the display just needs a refresh from our specialized team. ✅ Verify Your Current OTTO Count Before requesting a restore, confirm the number shown in your account: 1. Open the left sidebar and click OTTO SEO (OTTO SEO Projects). 2. Count the OTTO-enabled sites listed. If you see 4 instead of the promised 5, proceed to the next step. 🛠️ Request a Permanent Quota Restore The fix requires a backend adjustment by our specialized team. You can trigger this review directly: 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to be connected with a member of our team. 3. Mention: "December 2025 lifetime promotion for 5 OTTO sites — account shows only 4, please restore permanently." The team will apply the correction and confirm once the fifth OTTO site appears in your OTTO SEO (OTTO SEO Projects) list. 🔍 Confirm the Fix After the agent confirms the update, revisit OTTO SEO (OTTO SEO Projects) and verify that all 5 OTTO sites are visible. If the count is still incorrect, reply in the same chat thread so the team can re-check immediately. 💡 Why This Happens Periodic billing-system cleanups (such as the removal of temporary unlimited-quota flags) can reset site quotas to the base plan value. Lifetime promotional quotas are stored separately and must be re-applied after such cleanups. Our engineering tickets track these events to prevent future drops.

Last updated on Oct 26, 2026

📅 Subscription Extension Request Process

📋 Overview If unresolved platform issues have disrupted your workflow and you need a subscription extension, you can request one through our support workflow. Extensions are handled by the Billing and Accounts team and may require escalation for approval. 🛠️ How to Request an Extension 1. Open the chat widget in the bottom-right corner of the platform and type human teammate to connect with a support agent. 2. Explain that unresolved issues have impacted your workflow and you are requesting a subscription extension. 3. The agent will review your case and may offer High-Demand Credits (HDC) as an immediate goodwill gesture. These credits do not expire. 4. If an extension is warranted, the agent will submit a billing escalation titled "move 5 days subscription extension" (or similar) to the Billing and Accounts team. 5. The Billing team typically resolves escalations within 24 working hours. You will receive confirmation once the extension is applied (e.g., "trial will end on Jul 8th"). 💡 What to Expect - Direct extensions are not granted automatically; they require billing team approval. - HDC credits may be provided immediately while the escalation is processed. - Resolution confirmation will include the new subscription end date. 📌 Related Platform Improvements Engineering has completed backend support for subscription extensions and fixed issues where subscriptions were incorrectly flagged as past_due. These changes ensure smoother processing of future requests. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

💳 Reactivate Subscription Payment and Renew Quota

🔍 Check Your Subscription Status Before retrying a payment, confirm whether your plan is already active and your quota has been reset. In many cases the system has already processed the charge and renewed the quota even if you received an earlier notification. Open the top-right Avatar Menu (👤) → Billing (page title: "Billing") and look for the current plan status and the date of the next quota reset. If the status shows active and the next reset date reflects the upcoming cycle, no further action is needed. 🔁 Retry the Payment If the plan shows as cancelled or past due, use the billing link provided in your account to update or re-enter your payment method. Enter the card details (for example, the last four digits you wish to use) and submit the payment retry. After submitting, allow a few minutes for the payment to be captured and for the system to reactivate the plan. ✅ Verify Quota Renewal Return to the subscription or usage area and confirm that the plan status now reads active and that the next quota reset date reflects the upcoming cycle. The quota should be fully restored once the payment succeeds. 🛠️ If the Issue Persists If the payment appears successful but the plan still shows cancelled or the quota has not reset, there may be a temporary synchronization delay. Wait a short period and check again. If the status remains incorrect, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🚀 Upgrading from Pro to Agency Plan

🤔 Is the Agency Plan Right for You? The Agency plan is designed for teams managing multiple clients, larger keyword volumes, and advanced reporting needs. Consider upgrading when you notice any of the following: - You are managing five or more client accounts and finding the Pro plan limits restrictive. - You need white-label reporting or dedicated client dashboards. - Your team requires higher monthly quotas for keywords, audits, or backlink data. - You want to consolidate client billing and access under a single workspace. If you are unsure whether the Agency plan fits your current workflow, a member of our team can walk you through a personalised comparison. Open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. 💰 Pro vs. Agency: Understanding the Cost Difference A common concern is whether staying on Pro means overpaying compared to what Agency offers at scale. Here is a quick way to think about it: - Pro is cost-effective for individuals or small teams with a limited number of active clients. - Agency offers a lower per-client cost once you cross a certain threshold, making it more economical as your client roster grows. - If you are using add-ons (such as Google Ads integration) on top of Pro, those costs can add up quickly — Agency bundles more features natively. To get an accurate breakdown based on your actual usage, open the chat widget and type human teammate. Our team can pull your account data and show you a side-by-side cost comparison before you commit to anything. 🛒 How to Request a Sales Consultation We do not use a self-serve upgrade flow for Pro-to-Agency transitions — our team handles these personally to make sure your data, quotas, and client access transfer correctly. 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to connect with a team member instantly. 3. Let them know you are evaluating an upgrade from Pro to Agency and would like a sales walkthrough. 4. A team member will review your account, answer pricing questions, and guide you through the upgrade steps. ⚠️ Why Does My Subscription Show as Ended? If your subscription status shows as ended or cancelled and you did not request a cancellation, this is a known billing system issue that can occur during plan transitions. It does not necessarily mean your access has been removed, but it should be resolved promptly. Common causes include: - A backend plan switch that temporarily flags the old subscription as closed before the new one activates. - A payment processing delay during an upgrade that causes a status mismatch between our platform and the billing provider. - An incomplete upgrade where the new plan was not fully provisioned after payment was taken. Do not attempt to re-subscribe manually if you see this status — doing so could result in a duplicate charge or loss of existing discounts. Instead, open the chat widget and type human teammate so our team can investigate your account directly and correct the status without interrupting your access. 🏷️ Will My Current Discount Carry Over After Upgrading? This is an important question, and the honest answer is: not always automatically. There is a known issue where existing plan discounts are not always carried forward during an Agency upgrade, meaning some customers have been charged the full price unintentionally. To protect your discount: - Do not upgrade through a self-serve flow if you are currently on a discounted rate. - Contact our team before completing any upgrade so they can manually apply your discount to the new plan. - If you have already upgraded and noticed you are being charged the full price, reach out immediately — our team can issue a correction. ✅ What Happens to My Data and Add-Ons During the Upgrade? Your projects, keywords, audit history, and client data are preserved during a plan upgrade. However, there are a few things to be aware of: - Add-ons such as Google Ads integrations need to be reviewed during the upgrade — in some cases they may continue billing separately even after upgrading to Agency, which includes those features natively. - Quota top-ups purchased on your Pro plan may not carry over automatically. Our team will verify this during your upgrade consultation. - Access for connected team members and clients remains active throughout the process. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔍 Extend Your Trial or Upgrade Your Plan

🧭 Overview Your Search Atlas free trial gives you 7 days to explore the platform before committing to a paid plan. This article explains how trial extensions work, how to upgrade your plan mid-trial, and how to access whitelabel features before you pay. ⏳ Can I Extend My Trial? In most cases, trial extensions are handled on a case-by-case basis by our support team. If you need more time to evaluate a specific feature — such as whitelabel — before purchasing, here is what you should know: - Standard trials last 7 days. This applies to all new accounts. - Extensions may be granted at the discretion of our team based on your request and account status. - Re-taking a trial is possible in some situations. If it has been at least 60 days since your previous trial, you may be eligible to start a new one. To request a trial extension, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. 🚀 Can I Upgrade to PRO During My Trial? Yes. You can upgrade your plan at any time during your active trial. Here is how the upgrade works: 1. Click your avatar in the top-right corner, select Billing, and open the Plans & Top-ups tab (Billing). 2. Choose the plan you want to upgrade to (for example, PRO). 3. Review the plan details and confirm your selection. Important: When you upgrade during a trial, your charge is deferred to the end of your 7-day free trial period — you will not be billed immediately. This means you can upgrade to PRO, explore all features including whitelabel, and only pay once your trial concludes. 🏷️ Can I Try Whitelabel Before I Pay? Yes. Whitelabel features are available on eligible paid plans, and because plan upgrade charges are deferred to the end of your trial, you can: - Upgrade to a plan that includes whitelabel during your trial period. - Use and evaluate whitelabel features for the remainder of your 7-day trial. - Cancel before the trial ends if the feature does not meet your needs — you will not be charged. This gives you a genuine opportunity to test whitelabel in a real workflow before any payment is taken. 🎁 What Is the Extra Free Month Offer? Some accounts may be eligible for an additional 30 days added to their account through a promotional offer. If you have seen a Claim My Extra Free Month option or received a related promotion, contact our team to confirm your eligibility and have it applied to your account. To claim this offer, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. 📋 Trial Eligibility Rules to Know To keep things fair for all users, the following rules apply to trials and upgrades: - Each account is eligible for one free trial per plan type. - If you have previously completed a trial, you may retake it after 60 days have passed. - Trial extensions and promotions are subject to account status and are not guaranteed. - Upgrading your plan during a trial does not reset the 7-day trial clock — it continues from when your trial started. 💬 Need Help With Your Trial or Upgrade? If you are unsure which plan includes the features you need, want to request an extension, or need help applying a promotion, our team is ready to assist. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

💡 Upgrade Your Hyperdrive Credits on Annual Billing

🔍 What Are Hyperdrive Credits? Hyperdrive Credits are the monthly allocation used to power AI-driven SEO automation tasks inside Search Atlas. Depending on your plan, you receive a set number of credits each month. If your current allocation no longer meets your needs, you can upgrade to a higher tier — including on annual billing. 📊 Available Hyperdrive Credit Tiers Search Atlas offers multiple Hyperdrive Credit tiers to match different usage levels. Pricing for each tier varies based on your billing cycle (monthly vs. annual) and your current base plan. - Annual billing discounts apply to Hyperdrive Credit add-ons, just as they do to base plans. - The exact cost of upgrading depends on your active plan and the specific credit tier you are moving to. - Pricing is confirmed at the time of your upgrade request. ⚙️ How to Request a Hyperdrive Credits Upgrade Upgrading Hyperdrive Credits on an annual billing plan is handled by the Search Atlas support team. To get started, contact support with the following information ready: - Your current plan name and billing cycle (e.g., annual) - Your current Hyperdrive Credit allocation - The credit tier you would like to upgrade to A team member will confirm the pricing for your requested tier, including any annual billing adjustments, and process the upgrade for you. 💡 Annual Billing and Credit Add-Ons If you are on an annual billing plan, any Hyperdrive Credit upgrade you add will be billed according to your existing annual cycle. Here is what to keep in mind: - The upgrade cost may be calculated based on the remaining months in your current annual period. - At renewal, the higher credit tier will be included in your full annual rate going forward. - The support team will provide a clear pricing breakdown before any changes are confirmed — no surprises. ❓ Frequently Asked Questions - Can I upgrade my Hyperdrive Credits mid-cycle on an annual plan? Yes. Contact the support team and they will confirm the pricing and process the upgrade for you. - Will my new credits be available right away? The support team will confirm the activation timeline when processing your request. - How do I know what tier is right for me? The support team can review your current usage and recommend an appropriate tier. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔄 Restoring OTTO Sites After a Package Deprecation

📋 Overview If a plan you were subscribed to is retired (deprecated), your account may be automatically moved to a different package. When this happens, you might notice fewer connected OTTO sites, a lower AI credit balance, or an unexpected change to your billing. This article explains why these changes occur and walks you through getting your sites and quotas restored. 🤔 Why This Happens Search Atlas occasionally retires older subscription packages and replaces them with newer ones. When your previous plan is deprecated, the system migrates your account to a current package. If the new package has different limits than your old one, you may see: - Fewer OTTO sites: If your old plan allowed more sites than the replacement plan, sites beyond the new limit are deactivated rather than deleted. - Reduced AI credits: Credit allowances — including your HyperDrive credits and AI generation (AI suggestion) quotas — are tied to your package, so your balance may reset to match the new plan. - An auto-cancellation or billing change: When the old plan can no longer be billed, the subscription may be cancelled and a new charge created on the replacement plan, which can produce an incorrect or unexpected invoice. Your data is not lost. Deactivated sites and their historical data remain stored on your account and can be reconnected once your correct quota is restored. 🔍 What to Check First 1. Open Top-right avatar → Billing (Billing page) and note your current package name and renewal date. 2. Go to OTTO SEO → All Sites (SEO Automation) and confirm which sites are active versus deactivated. 3. Review your AI credit balance on the dashboard. 4. Check your most recent invoice for any charge that does not match your expected plan. Recording these details before you contact support speeds up the restoration process. 🛠️ How to Get Your Quotas Restored Quota restorations are handled by our support team. Most cases are resolved within one business day once we confirm your previous plan. 1️⃣ Step 1: Gather Your Account Details - The email address on your Search Atlas account. - The name of your previous (deprecated) plan, if known. - The number of OTTO sites and the AI credit amount you had before the change. - A screenshot of any incorrect invoice. 2️⃣ Step 2: Contact Support Reach out through the in-app chat widget in the bottom-right corner of the platform and type human teammate to be connected with our support team. Include the details from Step 1 and mention that your plan was deprecated. Our team can: - Reinstate your previous site limit, including any OTTO Sites Top-Ups (formerly OTTO SEO Add-ons) that provided extra sites, or apply an equivalent current plan. - Reactivate your deactivated OTTO sites without losing data. - Restore your HyperDrive credits and AI generation quota to the correct level. - Review and correct any erroneous charge, and issue a refund if you were billed in error. 3️⃣ Step 3: Confirm the Restoration After support applies the fix, refresh your OTTO dashboard and Top-right corner (avatar) → Billing → Services tab. Your sites should reappear as active and your credit balance should reflect the correct amount. If anything still looks off, reply to the same support thread so we can adjust it. ♻️ Reactivating OTTO Sites Once your site quota is restored, deactivated sites can be switched back on: 1. Open the OTTO dashboard. 2. Locate any site marked inactive or paused. 3. Select Reactivate to bring the site and its dynamic optimizations back online. 4. Verify that the OTTO Pixel is still installed and reporting for each restored site. 🛡️ Avoiding Surprises in the Future - Watch for plan notices: We notify account owners by email before a package is deprecated. Keep your billing contact up to date. - Review renewal emails: Confirm the plan name and limits on each renewal so you can flag mismatches early. - Keep a record of your quotas: Knowing your normal site count and credit allowance makes it easy to spot a change. ❓ Frequently Asked Questions Did I lose my site data permanently? No. Deactivated sites and their data are retained. Reactivation restores them in full. Will I be refunded for an incorrect charge? Yes. If you were billed in error due to an automatic plan migration, support will review the invoice and issue a refund or credit. How long does restoration take? Most quota and billing corrections are completed within one business day after we confirm your previous plan. Why was my subscription auto-cancelled? When a package is retired, the old subscription can no longer renew, so it is cancelled and replaced. This is a system step, not an account closure, and your access remains intact. My package was cancelled but I never changed anything — is that the same issue? Not always. Separately from planned deprecations, we identified and fixed a bug where an OTTO Business Package could be cancelled with no action from you and no cancellation event in your account history, removing your OTTO sites and HyperDrive/AI quota while billing continued as scheduled. This issue has been resolved. If you think you were affected — especially if there is no deprecation notice and no cancellation log — contact support so we can restore your sites and quota and correct any charge.

Last updated on Oct 26, 2026